Helpdesk Technician

US-UT-South Jordan
FLSA Status
Non-Exempt
Type
Regular Full-Time

Mission

Description:

Join the national leader of auto dealership service technology. GTS, a subsidiary of Solera Holdings is looking for uncommon HelpDesk Technicians to help us disrupt the market. We are a company with huge growth potential and opportunities to work with cutting edge technologies. If you love cars, are innovative and want to make an impact on the future of technology, we are interested in you.

 

Position is located in South Jordan, UT.

 

Job Summary:

Creating a Triage level of compensation for the HelpDesk – GTS team (tier 1) to handle less complex issues/troubleshooting of the software.  Our mission is to exceed customer expectations each and every time.  We accomplish our mission by:

  • Hiring quality people
  • Building customer trust and value by providing a quality experience on every contact
  • Constantly evaluating and improving our technical processes and personnel
  • Continually updating documentation to keep pace with AutoPoint's constantly advancing technology Training our personnel to be both efficient and professional Adhering to a policy of complete and open communication with both our external and internal customers.

 

Our goal is to create long term customer partners by; understanding and owning the issue, quickly and efficiently finding the correct solution, and verifying our resolutions through "Closing the Loop" with each customer. 

Position 80s

  • Ability to effectively and accurately communicate to customers(written and speech)
  • Excellent Multi-tasker
  • Drive departmental KPI’s by handling as many inbound calls as possible while still providing world class service
  • Ability to quickly identify and escalate ‘work stoppage’ or ‘hard down’ issues to Tier 2 technicians
  • Can work independently with little oversight

Qualifications

Minimum Requirements:

  • 2+ years of experience in a customer service role
  • Prefer technology schooling or experience
  • Ability to work independently
  • Ability to work in a team environment
  • Strong written and verbal English communication skills
  • Spanish Speaking a plus (not required)
  • Must be able to work either of the following shifts:
    • 6am-2:30pm (MST)
    • 8:30am-5pm (MST)

Essential Physical Functions:

  • Must be able to sit for long periods of time at a computer
  • Answering and placing phone calls
  • Typing on key board

Equipment and Technology Used and Skills needed:

  • SalesForce
  • WinForm application understanding
  • SQL basics (services and users)
  • Printer support
  • Operating System understanding (windows, macOS, etc.)
  • Outlook organization and communications skills
  • Shoretel

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