Impactful Call Center Tech Support Specialist

Tire Discounters, Inc.; Cincinnati (OH); On-site; USD 42,000 - 52,000; Full time

Job summary

Tire Discounters, Inc. is seeking a Call Center Support Specialist in Cincinnati to respond to customer queries by phone, email, or chat, create and manage tickets, and ensure timely resolution under SLAs.

The role requires at least 1 year in a Call Center or Help Desk, 1 year of IT issue troubleshooting, and strong communication skills. Automotive knowledge is a plus, with standard office software proficiency.

Qualifications

• At least 1 year of experience in a Call Center or Help Desk.
• At least 1 year of troubleshooting IT-related issues.
• Automotive knowledge is a plus.
• General understanding of office and retail operations.
• Excellent listening, written, and verbal communication skills.
• Ability to problem-solve in a fast-paced environment.
• Flexible in shift assignments and work environment.
• Ability to follow up on tasks to completion with minimal supervision.
• Proficiency in standard software programs.

Responsibilities

• Monitor and document Service Desk tickets and respond to user requests and incidents as received in Service Desk in a timely, effective manner according to SLAs.
• Be well organized and create dialogue with users to ensure users understand the progress of ticket resolution.
• Have a courteous, professional approach and attitude to work with all levels of management and personnel.
• Educate customers on policies and procedures.
• Investigate and coordinate resolution to user concerns; provide IT relationship management support for all IT & customers.
• Identify trends by tracking events and patterns of recurring problems and escalate to tier 3 or management to mitigate future issues.
• Serve as a point of contact and assist different groups in hands-on work, including network, workstation, site projects, telecoms, server and security teams.
• Support includes but is not limited to POS, and basic troubleshooting of IT-related equipment.

Skills

Communication skills

Problem solving

Flexibility in shifts

Task follow-up

Software proficiency

Job description

Tire Discounters, Inc. is seeking a Call Center Support Specialist in Cincinnati to respond to customer queries by phone, email, or chat, create and manage tickets, and ensure timely resolution under SLAs.

The role requires at least 1 year in a Call Center or Help Desk, 1 year of IT issue troubleshooting, and strong communication skills. Automotive knowledge is a plus, with standard office software proficiency.