Help Desk Tier 1

Valvoline; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading automotive service provider is seeking a Help Desk Tier I to provide technical support for users via phone, email, and chat. Candidates should have at least one year of customer service experience and excellent communication skills. The role offers a chance for career growth while contributing to Valvoline’s mission of delivering trusted service.

Benefits

Health insurance plans

401(k)

Paid vacation

Tuition reimbursement

Employee Assistance Program

Qualifications

• Minimum one year of customer service and/or technical support experience.
• Ability to work independently and collaboratively.
• Excellent computer and communication skills.

Responsibilities

• Provide technical support via phone, email, and chat.
• Diagnose technical issues and document requests.
• Lead customers through troubleshooting procedures.

Skills

Customer service experience

Technical support skills

Communication skills

Troubleshooting abilities

Education

High school diploma or equivalent

Tools

Ticket management system

Job description

It All Starts with Our People

As the leader in automotive preventive maintenance, Valvoline has a proven track record of growth. We continue to invest in our people, processes, and technology to strengthen our ability to efficiently deliver Quick, Easy, Trusted service across all our stores – every day. We're not just in the car business; we're in the people business. And we're looking for humble, hungry, and smart people to help us shape the future of mobility. If you're hungry to drive change and seek a dynamic, collaborative environment that fuels both personal and professional growth, you've found your place with us.

Our highest priority is creating a diverse and welcoming workplace with team members from varied backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are strongly encouraged to apply.

The Opportunity

Valvoline has a rewarding opportunity as a Help Desk Tier I . In this role, you will provide technical phone, email, and chat support for proprietary software on multiple devices and platforms for Valvoline Instant Oil Change locations and Dash. Serves as the first point of contact for user support through phone, email, chat, and/or self-service; triages and responds to requests and routes them to the appropriate personnel, as necessary.

How You'll Make a Difference

• Serve as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues.

• Answer queries by telephone or self-service ticket to support internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

• Accurately diagnose client technical issues, gather the necessary information, and perform standard, preliminary research using all relevant available resources.

• We clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution/escalation.

• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue. Alert management to recurring problems and patterns of problems.

• Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.

What You'll Need to Succeed

• High school diploma or equivalent (degree preferred)

• Minimum one year of customer service and/or technical support in a call center environment

• Ability to work independently, as well as be a team player

• Excellent computer and written/verbal communication skills

• Be intuitive with great follow-through skills, as well as hardware/software troubleshooting abilities

• Must be able to deal effectively with all types of internal/external customers

• Must be authorized to work in the U.S.

We Take Care of the WHOLE You

• Health insurance plans (medical, dental, vision)

• HSA and flexible spending accounts

• 401(k)

• Incentive opportunity*

• Life insurance

• Short and long-term disability insurance

• Paid vacation and holidays*

• Employee Assistance Program

• Valvoline Instant Oil Change discounts

• Tuition reimbursement*

• Adoption assistance* __

*Terms and conditions apply, and benefits may differ depending on position.

Your Path to Valvoline

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Join us in revolutionizing the automotive aftermarket industry while enjoying competitive benefits, a supportive work culture, and opportunities for advancement. Apply now and become an integral part of our journey at Valvoline.

The Company endeavors to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided upon request to applicants with disabilities to facilitate equal opportunity throughout the recruitment and selection process. Please contact Human Resources at 1.833.VVV.Report or email [e-mail] to make a request for reasonable accommodation during any aspect of the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

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