Team Support Specialist
| Company | Genuine Parts Company |
|---|---|
| Location | Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- High school diploma or equivalent work experience required
- Minimum 3 to 5 years of experience in a Customer Service environment interacting with internal and external customers
- Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
- Able to think on your feet, find answers, and respond quickly to customer issues with a polite, empathic, and professional voice and demeanor
- Strong interest and proficiency in general business, retail, and distribution operations
- Basic ability to adapt to change, strive for improvements and eager to learn new working processes and methods
- Strong communication skills, both written and verbal
- Proven ability to analyze data and deliver results in a fast-paced environment
- Must be open to working weekends and after-hour shifts
Responsibilities
- Addressing questions from Store & Field personnel regarding company systems, policies, processes and procedures via phone, email, or chat platforms
- Providing basic training to new team members on internal systems, processes and procedures
- Identifying complex issues that require further support from IT or other departments and escalating them appropriately
- Maintaining and updating the internal knowledge base with relevant information, troubleshooting guides, and frequently asked questions
- Tracking support tickets, identifying common issues, and generating reports to identify trends and potential areas for improvement
- Provide proactive and personalized team support by informing Store teams about real or potential issues with services, programs or processes via phone, email, or chat platforms
- Identifying opportunities to optimize team workflows and suggest enhancements
- Delivering world-class associate service by following established departmental policies, processes, and standards
- Assisting in the distribution and receipt of NAPA Store & Field related communications
Preferred Qualifications
- HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus
- NAPA Store operations experience is a plus
- Familiarity with systems like Service Now, Five9, JIRA, and Confluence a plus
- Experience with automated call distributor phone systems and knowledge centered support (KCS) principles
- Experience with Remote Desktop, Active Directory and Microsoft Office Products – O365 is a plus