Support Desk Specialist

Overview:

Position Summary:

The Support Desk Associate handles all phone calls and ticket requests coming into the SSC from dealerships, customers and suppliers. Associate is responsible for providing an excellent customer service experience through phone conversations, writing emails, determining which SSC department may resolve the potential issue, and researching items to best assist requestor. They can also provide information on processes, answer how-to questions and handle emergency requests appropriately.

Who would I interact with?

Interacts with internal and external customers at various levels, other SSC Departments, their fellow teammates and management.

What are the day-to-day responsibilities?

Answer phone approx. 40-60 calls a day

Resolution of issues through phone calls or ticket inquiries

Respond to emails regarding potential issues with professionalism and in a timely manner

Research items using Fortis, CDK, Bank of America, Service Desk and MS Office

Provide resolution information and statuses on all types of requests and escalate critical issues appropriately

Identify potential issues by seeing trends and implementing course of action to resolve

What are the requirements for this job?

Bilingual verbal & written (Spanish and English) - required

Previous phone experience not required but a plus

Ability to handle heat cases with the upmost professionalism

Basic knowledge of Microsoft Office / basic computer skills

Understand basic accounting principles and logic

Minimum typing speed of 40 WPM

Proven skills in high stressful environment

What’s my next possible position?

Support Desk Training Lead or other SSC department positions

AutoNation is an equal opportunity employer and a drug-free workplace.

Permanent