IT Customer Service Representative - Full-time

The Distribution Center Technical Support Representative provides technical resolution to customers who use mobile handheld scanning devices to ship products from various Distribution Centers around the country.

Responsibilities

• Provide exceptional customer service while resolving technical support issues for end users.
• Log all support incidents in the company’s service desk system, track and monitor incidents, and ensure timely resolution and follow-up.
• Clearly identify, document, and find solutions for customer issues and product problems.
• Escalate critical customer situations to the appropriate level of management or engineering expertise.
• Contribute to the documentation and knowledgebase article library.
• Collaborate with the development team to help troubleshoot critical production issues.

Qualifications

• Bachelor degree or equivalent work experience
• Previous experience in an IT production support environment
• Strong SQL knowledge
• Strong MS Windows knowledge
• Experience with Windows CE or Windows Mobile is a plus
• Experience with SQL Server or DB2 is a plus
• Experience configuring and/or troubleshooting WiFi is a plus
• Ability to work under pressure and manage multiple priorities
• Ability to function as both an individual contributor and a member of a team
• Ability to learn and support new systems and applications
• Ability to identify and resolve issues quickly and completely to the customer’s satisfaction
• Strong follow-up skills
• Excellent written, verbal, listening, communication and interpersonal skills
• Strong documentation and record keeping skills, as well as an ability to follow documented Standard Operating Procedures
• Ability to work in an energetic, fast paced and interrupt-driven environment, with openness to the demands and rewards of a 24 x 7 workplace
• ITIL version 3 Foundation certification or greater is a plus

Closing Statement

In the 1920's, America fell in love with the automobile. More and more vehicles began traveling the roads, creating a need for an auto parts distribution system that could keep pace with the demand to keep our automobiles running. In 1925, NAPA was founded to meet those needs. Since then, we've sped our way to become a powerhouse in the auto parts industry. Fueled by the popularity of the automobile, our name can now be seen on over 5,800 stores, 58 distribution centers, and 13,000 NAPA AutoCare facilities across the country, and we're not stopping there.

Our 80 years of experience has made us an industry leader, but don't let our age lead you to believe we can't keep up with the changing times. We're not your grandfather's NAPA. As our vehicles become more advanced, we've adapted our business in ways that allow us to stay ahead of the curve. We're constantly updating our inventory of over 500,000 parts, opening new stores, reaching out to customers in new ways, and most importantly, we're hiring new talent to join our ranks.

It's an exciting time to join our team and we need people like you to help us accelerate our business into the future. Our growth depends on the dedication and enthusiasm of our employees. At NAPA, we want to continue to expand our presence, but at the heart of our business we just love automobiles. That's probably one of the reasons you're visiting this page. You share our passion to help customers, both retail and wholesale, keep their vehicles running. At NAPA, you'll be part a team that's building on an 80-year legacy of NAPA KNOW HOW, backed by the best employees in the world.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.