Lithia & Driveway | ITS Technology Support Specialist
The Technology Service Operations group utilizes ITIL methodologies, which is the concept of IT governance, determining best practices and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve the organizations objectives.
This position is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with senior executive personnel, vendors, internal team members, store users/personnel and external resources. The primary focus of this individual will be to support all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets. This individual will also be expected to innovate and apply skills and knowledge to improve work processes and streamline the efficiency of the Department. Customer Services skills, attention to detail and organization skills will be highly valuable at every level of this position.
Travel Required: Supports the Northern California region (San Francisco, Sacramento and Fresno)
Compensation: $50,000 -$75,000
Responsibilities
Provide Tier 2 / advanced technical support and customer service. Answer incoming customer calls and assist company users by phone in a friendly and professional manner. Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives
Serve as an escalation point to Service Desk staff, Technology and Innovation teams and Customers
Provide white glove and VIP support for applicable users and situations
Deliver Major Incident Management including the acceptance, triage, evaluation, communication and resolution of Major Incidents following strict standards for communications and timeliness.
Deliver innovation through advanced and out of the box designs to improve efficiency and promote automation, identifying repeatable work that can be delivered to a lower tier for more efficient support
Seek Continuous Improvement; Utilize specific high-level skills and abilities to improve processes and department efficiencies. Review processes for design improvements to ensure that functions are completed in a timely manner and encourage ideas to improve processes. Communicate errors, unusual items, proposed solutions and process improvement opportunities
Develop necessary process and knowledge Documentation of policies, procedures, and troubleshooting
Guide and encourage all team standards and procedures.
Evaluate, recommend and coordinate tickets requiring dispatch of Field resources or 3rd party dispatch for resolution, coordinating parties to resolution.
Perform timely triage, evaluation and re-assignment of Tier 3 work
Participate in the identification, documentation and resolution of Problem Management articles
Adhere to established SLA’s/OLA’s and be cognizant of TTR/MTTR guidelines and other reporting policies
Understand, plan and pursue short and long term company and department goals.
Manage training and mentorship of peer and lower tier agents
Monitor staff on shift, provide leadership and guidance and address escalations from the team
Manage and complete assigned Incidents, Requests, Problems and Projects in a timely manner
Travel and international as required to fulfill onsite support requirements and/or support M&A activities
Work schedule rotation for periodic on-call and after-hours support
Perform other duties and projects as assigned, and/or directed
Skills and Qualifications
The following knowledge, skills and abilities are needed to be successful in this position:
Bachelor’s degree in related IT field preferred
AA or BS in Computer Science, or a related field, or equivalent education and or specialized IT certifications
Current ITIL Foundations certifications preferred
IT and related certifications preferred
8+ years’ knowledge or work experience in an IT or computer related environment including hands-on experience as a Service Desk / Call Center Specialist or Technician, providing Customer Service and support via phone or in person
Strong technical knowledge of Windows, Apple, Networking, Application, mobile and telephony environments
Knowledge of ITIL Service Management framework and processes
Knowledge of additional peripheral technologies including, but not limited to; audio, multi-function devices and tablet/smart phones
Experience in retail automotive and/or OEM automotive hardware/software preferred
Experience leading meetings and creating training documents
Experience coaching for both improvement and success
Strong and creative problem-solving skills and adaptability
Strong attention to detail and sense of urgency
A team player who is professional and focused on providing exemplary customer service
Critical Thinking and Problem Solving using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Time Management and ability to prioritize workload and manage one’s own time
Excellent communication skills both written and oral, able to articulate and troubleshoot issues over the phone, in chat or in person
Active Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate
We offer best in class industry benefits:
Competitive pay
Medical, Dental and Vision Plans
Paid Holidays & PTO
Short and Long-Term Disability
Paid Life Insurance
401(k) Retirement Plan
Employee Stock Purchase Plan
Lithia Learning Center
Vehicle Purchase Discounts
Wellness Programs
High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.