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Job Information

DXC Technology Automotive Help Desk Technician in Troy, Michigan

Job Description:

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.

Basic Qualifications

  • 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

Other Qualifications

  • 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

Work Environment

  • Office environment

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities