Help Desk Advisor

Summary:

The Help Desk Advisor is responsible for monitoring car wash system failures and providing technical assistance to minimize down time. 

Roles & Responsibilities:

• Proactively provide first level contact to customers and walk customers through problem solving process.
• Properly escalate unresolved issues to the next level of support.
• Track route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products and services.
• Ability to work rotating weekend schedule.
• Other duties as assigned.

Job Requirements:

Education & Experience

• High School Graduate 
• Customer Service experience in a call center environment
• Help desk support experience

Functional/Technical Knowledge, Skills & Abilities:

• Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
• SAP preferred but not required
• Excellent communication skills (written and verbal) is a must.  
• Ability to read and comprehend documents and simple instructions. 

Physical Requirements:

• Ability to lift and/or move up to 20 lbs.  
• Ability to stand, walk, bend, kneel, stoop, crouch and use hands to grip regularly. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 
• Ability to sit for extended period of time. 
• Maintain professional appearance and grooming standards as outlined.
• Must be able to actively listen and comprehend verbal conversations for extended periods of time.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.

Benefits & Perks

• Health & Wellness: Medical, dental, and vision insurance, plus 24/7 virtual care and mental health support via Teladoc. Includes tax-advantaged HSA and FSA savings options.
• Financial Security: Company-paid Short-Term Disability, Long-Term Disability, and $25,000 in Life/AD&D insurance at no cost to you.
• Retirement: 401(k) plan with company matching to help you build long-term wealth.
• Time Off: Accrued Paid Time Off (PTO), paid sick leave, and paid company holidays to support a healthy work-life balance.
• Supplemental Plans: Voluntary accident and critical illness insurance.
• Growth & Innovation: Professional development opportunities and the chance to work with industry-leading technology in a team-oriented environment.

Note: Benefits are subject to plan terms and eligibility requirements. Full details are available in the Summary Plan Descriptions provided by Human Resources.