Are you looking to start your career with a great company? The Snap-on Customer Care Center in Crystal Lake, IL is looking for a Service Support Specialist. This position will provide desktop hardware and software support for all Customer Service associates in house and remote. This position will also provide helpdesk support for Customer Service built field sales applications to increase system up time and productivity. We offer competitive pay, full benefits, and a great work/life balance. We are currently looking to fill positions in our Crystal Lake Contact Center. Shift time TBD.
Benefits and Perks
401k with company match
Full medical with options for Dental and Vision
Pension
Employee Stock Purchase Program
Employee Purchase Program
Start with 13 paid vacation days and 1 week paid sick time (accrued based on hire date)
Annual raises and bonuses (dependent on profitability of the business)
Responsibilities
Answer support calls through a queue
Resolve support issues within the Customer Care Center
Resolve support issues for field members for Customer Care Center built applications
Enter and monitor ITCOE tickets
Set-up and maintain hardware within the Customer Care Center
Resolve application issues and connectivity issues (involving the application, general "how-to" questions, and all other aspects of support that will be tied to applications)
Engage/escalate to internal resources as required
Create SOP, FAQs and ZGuide documentation for internal applications
Query data as requested using MS Access
All other tasks as assigned by management
Qualifications
Experience in call center/application support
Excellent communication, organization, and documentation skills
Understands call queues and escalation process
Understanding of web technologies
Ability to troubleshoot moderate PC problems
Expertise with Windows, Office 365, and a preferred proficiency in Access, Excel and LN
Must have a sense of urgency
Ability to prioritize workload
Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran
