IT Customer Success Specialist

Mavis Tire • White Plains, NY, United States

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At Mavis Tire, the IT Customer Success Specialist plays a key role in ensuring our store locations have reliable and efficient technology to support daily operations. This position is responsible for reviewing the current state of IT infrastructure and application performance across all locations, gathering feedback from end users, and ensuring systems meet operational and customer service needs. Based on insights gathered, the Specialist will identify trends, escalate issues for timely repair or upgrades, and partner with IT leadership to drive broader improvement initiatives that enhance system performance and user satisfaction.

Qualifications

To be eligible for the position of Customer Success Specialist, you must :

Be at least 18 years of age;
Be legally authorized to work in the United States;
Possess 3+ years of experience in IT support, customer success, or a similar client-facing technical role.
Have strong analytical, problem-solving, interpersonal, and communication skills; be able to build trust with cross-functional partners.
Have a solid understanding of IT infrastructure including networking, hardware, and application environments.
Possess the ability to manage multiple priorities, set expectations, and follow through on commitments.

Familiarity with ticketing systems, ITSM tools, performance monitoring software, and project management / process improvement experience is a plus.

Responsibilities

The Customer Success Specialist is responsible for the following :

Conducting regular outreach to assess current IT hardware, software, network, and application performance.

Tracking performance metrics and customer satisfaction to drive continuous service improvements.

Establishing and maintaining proactive communication with Store Managers and Regional Training Managers across all locations.

Documenting feedback and insights related to technology usability, performance issues, and improvement opportunities.

Analyzing recurring problems or trends and partnering with appropriate IT team to drive solutions

Utilizing existing processes for escalating issues that require repair, replacement, or upgrade of equipment.

Collaborating with internal IT support, infrastructure, and application teams to ensure timely resolution of escalated issues.

Creating reports and summaries for leadership outlining key findings, ongoing issues, and progress on escalations or improvement initiatives.

The Company is committed to the principle of equal employment opportunity for all individuals. Consistent with the Company’s commitment to equal employment opportunity, our policy is to comply with all applicable federal, state and local laws concerning employment discrimination. Accordingly, employment decisions are made without regard to an employee’s or applicant’s actual or perceived membership in any category or status protected by applicable federal, state or local law.

In addition, the Company is committed to providing equal employment opportunities to qualified individuals with disabilities, including employees affected by pregnancy. This may include providing reasonable accommodation, where appropriate, in order for an otherwise qualified individual to perform the essential functions of the position.

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It Specialist • White Plains, NY, United States