Tire HQ Help Desk - Level I
Description
Provide first-class, full-service help center for Tire-HQ users. For www.tire-hq.com, via direct phone support via inbound calls and email correspondence.
Key Responsibilities
- Track and maintain support tickets for Tire-HQ from assignment to resolution
- Answer incoming Tire-HQ inquiries via phone
- Document and record all incoming calls in ServiceNow
- Provide first level support for the Tire-HQ website
- Investigate status of user’s credits in WAC if they have not received timely credits
- Provide direct phone support for Tire-HQ users and customers
- Help users retrieve and print their Goodyear statements
- Walk users through printing/ queuing financial documents
- Retrieve Audix voicemails immediately
- Diagnose operational problems to determine if user error or if the system is not working as designed. Educate user or escalate system problems. The following are most common Point-of-Sale, Adjustments, Cancel and Rebill documents not taking approval numbers
- Maintain a high level of measurable service levels- First call resolution/ Abandon Rates
Requirements
Education and Experience – Tire HQ Help Desk – Level I
- High School Diploma or GED
- Working knowledge of current MS Products, Lotus Notes Database, and various web browsers
- Required Coverage 8:00am – 6:00pm
Benefits & Pay
Medical Benefits, Holiday Pay, Paid Time Off, Dental Reimbursement, 401k + Match, etc.
Have a question? Contact us.