L1 Service Desk Agent

This position requires to be working in office, 3 - 4 days per week, from our Bala Cynwyd, PA office.

Overview

L1 Service Agents are the front line for the IT Service Desk supporting the stores and corporate users. Customer service is key at this level. L1 Service Agents are to record all incidents including all errors, logs, screenshots and either resolve or assign to escalation groups. After verifying that there is no documented fix a L1 Service Agent will escalate a call to the L1 Sr Service Agent within 8 to 10 minutes. They are also expected to follow-up on open tickets to get status updates from assigned escalation groups until they are resolved.

Roles and Responsibilities

• Provide exemplary service to our customers
• Follow documented processes and procedures to quickly identify customer issues
• Resolve issues via phone, email, help tickets and other communication methods, including password, store system issues and other general support concerns
• Maintain appropriate technical skills and application knowledge to perform job duties
• Manage open incidents to assure customer service is performed within expected service levels
• Handle repetitive ad hoc tasks, such as store hours changes and review of daily reports.

Qualifications and Education Requirements

• Basic understanding of computer hardware and operating systems
• Minimum 1 year experience providing excellent customer service
• Ability to perform all tasks associated with call center operations

Knowledge, Skills and Abilities

• 3+ years retail system experience
• Previous Call Center experience
• ITIL certification/background
• Conversational Bilingual Spanish a plus

Pep Boys is an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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