- Junior
- Bureau à Wixom
Job Details:
Technical Support – Tier 1, under the guidance and direction of the Sr. Manager – Technical Support, is responsible for addressing customers’ wash equipment needs via phone and email. The support team member will also assist in the coordination of the repairs and installation of wash equipment. Strong communication skills are expected, as this role will work closely with our customers and our sales and production teams.
Primary Responsibilities:
- Ensure customer satisfaction as the first point of contact for technical inquiries
- Responding to inquiries and requests via phone, email, or in-person, and providing step-by-step instructions to resolve issues in a timely manner
- Identifying and resolving common hardware, software, and network problems
- Maintaining detailed records of issues and solutions, including writing knowledge base articles and maintaining documentation for future reference
- Identifying and escalating complex problems to more experienced IT personnel
- Assisting users with new software or hardware, providing guidance on basic troubleshooting, and explaining technical jargon
- Performing routine tasks like file backups and network monitoring
- Other duties as assigned
Skills and Qualifications:
- 2 years of experience in the car wash industry or 1 year of experience in a technical support role
- High school diploma or GED
- Knowledge of computer hardware, software, and networks
- Respectful and patient demeanor when assisting users
- Willingness to learn new software and technologies
- Ability to communicate effectively with users, both verbally and in writing
- Ability to analyze issues and develop solutions
Schedule:
- Technical support is available from 8:00 A.M. to 11:00 P.M. EST to address the needs of our customers. Evening and weekend work will be required. Occasional travel may be required.
Physical Demands:
While performing the duties of this job, the employee is frequently required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds.
Job Type: Full-time Status: Exempt
