Helpdesk Agent

Function:

Provides first level support (Level I) from the helpdesk call center and creates tickets for all calls received.

Reports to:

Helpdesk Supervisor

Position Purpose:

The purpose of this position is to provide customer service for a helpdesk call center environment that supports CAD/PLM applications including hardware and networking for Automotive OEM suppliers.


MAJOR RESPONSIBILITIES/ACCOUNTABILITIES

Telephone Agent

  • Apply call processes consistently
  • Log and track all calls received using ticketing system
  • Establish a quality working relationship with a variety of customers.
  • Escalate issues within the defined standards

Leve I Support

  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups
  • Troubleshoot and resolve hardware, software and communications issues by interacting with application engineers, system engineers and hardware / software vendors
  • Provide advice and support to OEM supplier CAD / PLM applications, by telephone or email.
  • Analyzes and recommends systems modifications to reduce user problems
  • Provide CDSP services pushing and pulling product data to / from OEM PLM environments

Continuous Improvement

  • Keep abreast of hardware / software technology changes as they upgrade through the vendor product roadmap
  • Identify and suggest process improvements as they arise
  • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

  • Good interpersonal skills; superior customer service skills.
  • Must have professional demeanor and ability to prioritize and work in a fast paced environment
  • 1-2 years of experience in a helpdesk call center environment.
  • Advanced skills using call center ticketing system.
  • Preferred knowledge of Teamcenter, Catia or Ideas
  • 4 year College degree is not mandatory, but is a plus.
  • Support technical management team with call data analysis.
  • Primary duty consists of:
    • The application of system-analyst techniques and procedures, including consulting with users to determine hardware, software or systems functional specifications, OR
    • The design, development, documentation, analysis, creation, testing or modification of computer systems or programs, OR
    • The design, documentation, testing, creation or modification of computer programs related to machine-operating systems, OR
    • A combination of these duties which requires the same level of skills.

Physical Requirement:

None

Location:

Southfield, Mi



To apply, email your résumé and cover letter to jobs@anx.com. ANX is an equal opportunity employer.