Help Desk Tech

Cenergy Plano , TX 75023

Posted 4 weeks ago

We are looking for a motivated, organized individual who can work collaboratively to support a program hypercare helpdesk. The program is currently in the final phase of market testing and will be moving towards general availability and a national launch. This individual will have the opportunity to shape a repeatable hypercare approach, work directly with program stakeholders and development teams. o To include: Answering SmartPath Dealer phone calls Provide Level 1 troubleshooting support Escalation to SME's, Development teams and Service Desk as required Monitor incident queue to ensure they escalated issues are being resolved Work collaboratively with other application teams o Document hypercare support desk methodology o Review and maintain SmartPath program knowledge base articles o Understand SmartPath program goals and associated stakeholder expectations o Review and document Dealership feedback for future enhancement consideration, as required

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  • Strong knowledge of Windows 7 and 10

  • Strong knowledge of Microsoft Office applications (2016 Outlook, Skype, Excel, Word, PowerPoint, Visio)

  • Strong knowledge of computer hardware

  • Requires frequent interface with the user community

  • Excellent troubleshooting, problem solving and root cause analysis skills

  • Exceptional customer service

  • Self-starter and be able to follow defined corporate processes and policies

  • Strong team worker, with excellent organization and time management skills

  • Professional demeanor with excellent written/verbal communication skills

  • Must possess a high level of quality and attention to detail

  • Ability to work rotating shifts and overtime

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Help Desk Tech