DXC Technology Automotive Help Desk Technician in Troy, Michigan
Essential Job Functions
Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met.
Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems.
Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations.
Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
Provides leadership and work guidance to less experienced personnel.
High school diploma or G.E.D.
Two or more years of technical training preferred
Six or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer-related problems
Experience working with company escalation policy
Strong interpersonal skills for interacting with team members and clients
Strong communication skills
Strong organization and time management skills
Strong analytical and problem solving skills
Strong leadership skills to guide and mentor the work of less experienced personnel
Ability to work in a team environment
- Office environment
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities
- DXC Technology Jobs