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Technical Support Representative II

Company: AutoZone
Location: Elk Grove
Posted on: October 5, 2021

Job Description:

Position Summary: 

A Technical Support Representative II (TSII) is responsible to be the voice of ALLDATA when contacted for product inquiries, sales demos, installation, normal usage, training and technical support issues.  The role of a TSII is to be available, friendly, knowledgeable, confident, consistent, efficient, and act as a customer advocate seeking to improve the customer experience, our products and services.

 

Position Responsibilities - Other duties may be assigned:

  • Demonstrates advanced competency levels in support of software/hardware problem resolution.  Investigate, resolve and provide suggestions to prevent future occurrences of customer PC hardware and software related problems that hinder or prevent customer usage of ALLDATA products and options.
  • Required but not limited to setup/ troubleshooting the following:
    - Internet Web Browsers: Internet Explorer, Microsoft Edge, Google Chrome, Mozilla Firefox; Clearing cookies and temporary files, update web browsers to latest versions, Creating website bookmarks and desktop shortcuts, Enabling/ Disabling pop-up blockers
    - Operating Systems: Microsoft Windows, Apple iOS (PC and Mobile Platforms), Android (Mobile Platforms); Installing Windows updates, Changing UAC settings, 3rd party software Uninstall/ Reinstall, 3rd party hardware configuration (Printers, Scan tools, ect.)
    - Networking: Capable of Identifying the following Network Options - LAN Networks, Wireless Networks, Windows Workgroups/ Domains,  Networking Devices; Basic Network diagnosis – Public/ Private Networks, Pinging Computers, Obtaining network information (ipconfig), Updating Networking Sharing settings
    - Mobile Devices: Android, iOS, Windows: Basic tablet operations and diagnosis; General tablet settings, Application installation, Tablet hard rebooting, 3rd party device pairing.
  • Demonstrates advanced competency levels in support of product installation, registration, setup & update support.  Assist customers, sales representatives and trial customers to install, register, setup, update or upgrade ALLDATA products and options.
  • Demonstrates advanced competency levels in support of Navigation/Usage Assistance (mini-training sessions) - assist customers to efficiently use and navigate ALLDATA products to increase product value and ensure customer retention.
  • Demonstrates advanced competency levels in support of Customer Problem Resolution - investigate customer complaints or issues finding short to long term solutions to satisfy our customer need and ensure customer retention.
  • Leads or participates in specialized duties of a technical nature, such as product administration, database conversions, subject matter expert/ consultant, documentation, employee training or similar.
  • This position has no direct reports.

 

Position Requirements:

  • High school diploma or equivalent
  • One to two years’ call center experience, software PC support, automotive systems/components, automotive shop knowledge.
  • One to two years’ as a Technical Support Rep I or equivalent
  • Ability to easily adapt to and learn new technologies.
  • Strong communication and collaboration skills.
  • The ability to provide clear and concise notes/ documentation
  • Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.
  • Must possess positive, professional interpersonal skills.
  • Industry or vocational certifications of automotive, computer and/or customer support skills preferred
  • Frequent periods are spent sitting or standing in the same location with some opportunity to move about, or occasionally there may be a requirement to stoop or lift light material or equipment (typically less than 8 pounds).
  • Most of the time is spent communicating via voice, using hands to fingers to dial and use phones, typing on computer and reading messages from a monitor or a hard copy documents.

Keywords: AutoZone, Elk Grove , Technical Support Representative II, Other , Elk Grove, California

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