Company : Driven Brands
We invite you to join us at Driven Brands!
Headquartered in Charlotte, NC, Driven Brands (NASDAQ : DRVN) is the largest automotive services company in North America, providing a range of consumer and commercial automotive needs, including paint, collision, glass, vehicle repair, oil change, maintenance and car wash.
With over 4,500 centers in 15 countries, Driven Brands is the parent company of some of North America's leading automotive service brands including Take 5 Oil Change, Take 5 Car Wash, Driven Glass, Meineke, Maaco, CARSTAR, and more.
Our network services over 50 million vehicles annually and generates more than $5 billion in system-wide sales each year.
Our culture inspires high performance and innovation, enabling our employees to go further, faster in their careers. With amazing people and great brands, we confidently look forward to exciting growth ahead, and believe in following the values that support this vision.
JOB DESCRIPTION :
Key Responsibilities :
- Serve as the first point of contact for customers seeking technical assistance over the phone, or portal.
- Perform remote troubleshooting using IT knowledge base, diagnostic techniques, and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process, providing step-by-step instructions.
- Direct unresolved issues to the next level of support personnel and follow up to ensure resolution.
- Follow-up and update customer status and information.
- Identify and suggest possible improvements on procedures.
Requirements :
- Proven experience as a Help Desk Analyst, Technical Support Engineer, or similar role.
- Strong working knowledge of computer systems, hardware, and software.
- Good understanding of computer networks, operating systems, and information security principles.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey complex technical issues to non-technical users.
- Customer-oriented and patient in handling difficult situations.
- Good understanding of ITIL principles, preferred certification.
- Preference will be given to candidates with bachelor's degree in information technology, or relevant field.
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