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Help Desk Technical Support Representative

Sullivan Tire and Auto Service is actively searching for a
Technical Support Representative
to join our Support Team at our
Norwell, MA Headquarters.

Sullivan Tire is a family owned and operated business with over 100 locations throughout New England including 15 Commercial Truck Centers and 3 Bandag retread manufacturing facilities. We offer a family-friendly work atmosphere and offers employees benefits that our competitors can't match. At Sullivan Tire and Auto Service you won't have a job, you'll have a career!

Job Summary

Our Help Desk Technical Support Representatives are responsible for handling inbound calls from internal customers seeking technical support. The types of technical products that we support are both hardware and software related. Once received, all requests for support are then entered into the Help Desk database. If a support request can t be handled immediately it is then prioritized, dispatched and tracked.

Responsibilities and Duties

  • Respond to requests for technical assistance in person, via phone, electronically
  • Research questions using available information resources
  • Advise users on appropriate action
  • Log all help desk interactions
  • Redirect problems to appropriate resources
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Assume additional responsibilities as needed.

Education/Experience:

  • Bachelor s degree or prior work experience as an IT resource

Skills/Knowledge:

  • Must have customer service orientation
  • Excellent working knowledge of computers and the Windows operating system
  • Strong working knowledge of standard Windows applications including Excel, Word, Explorer and Outlook
  • Strong working knowledge of the World Wide Web (internet) and search engines
  • Familiarity with PC hardware and component functionality
  • Excellent oral and written communication skills
  • Strong data entry skills
  • Highly organized with attention to detail
  • Quickly analyze and solve problems
  • Ability to work flexible hours when needed. Occasional weekend support.
  • Ability and willingness to travel to various company locations.

Benefits

  • Competitive pay
  • Training and Mentoring Program. We help you invest in your career!
  • Medical, Dental, Life, and Disability Insurance
  • Paid Holidays, Personal Time and Vacations
  • 401(k) and Profit Sharing Plans

Our company motto is treat everyone, customers, and fellow employees, as you would a member of your family."
Come and join our family!



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