Help Desk

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

POSITION SUMMARY:
A representative provides Tier 1 support on the diagnostic application software services. These include answering and troubleshooting registration, activation, installation and configuration questions. A representative will also provide support hardware and software diagnostic packages used by MATCO Franchisees and associates. The shift is morning or mid-day hours.

WHAT YOU WILL DO

• Provide hardware and software phone support for customer mobile devices.
• Provide assistance on testing new releases and documenting processes.
• Document customer contacts through ticketing system.
• Provide support on the MATCO Diagnostic software as it relates to user accounts, setup, installation, registration and activation activities.
• Leads support activities by handling support ticket escalations from other team members.
• Trains team members in new features of the diagnostic tools
• Works on documentation of the Matco Diagnostic systems
• Monitors and tracks call service levels to ensure department goals are met. Works with manager to perform RCCM processes when goals are not met.

POSITION QUALIFICATIONS:

• Strong customer service skills.
• Experience with smartphone and tablet operating systems (iOS and Android).
• Experience with basic networking troubleshooting - TCP/IP, Routers, Wireless networking
• Experience with Microsoft Windows releases - Windows XP, Vista, Windows 7 and Windows 8.
• Experience handling phone support for software packages and the ability to gather facts about problems.
• Has the ability to create documentation related to program functions, features, release bulletins, Help System, training, and general documentation.
• Experience with Microsoft Office products - Outlook, Excel, Word
• Experience with basic hardware support troubleshooting.
• 1+ years of call center experience or equivalent experience in dealing with customers.
• High school degree or GED equivalent.

There could be instances in which attendance may be needed in person, at Stow headquarters. This would be a hybrid schedule. We are only looking for local candidates at this time.

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