Service Support Specialist I

About the Role

A Service Support I Specialist provides IT technical support for end users on several applications over the phone in a technical call center. This temp-to-hire role handles support calls directly from Snap-on employees and franchisees, resolving Level 1 support issues, application and connectivity issues, mail issues, and more. Unresolved issues are escalated to internal Snap-on resources as needed.

Responsibilities

• Install and troubleshoot network wireless cards from multiple vendors
• Understand and configure software firewalls
• Resolve Level 1 support issues, including application, connectivity, and mail issues
• Escalate unresolved issues to internal Snap-on resources
• Troubleshoot moderate PC problems
• Utilize synchronization utilities and remote assistance tools (e.g., GoToAssist, GoToMyPC)
• Maintain clear communication, organization, and documentation
• Manage call queues and escalations effectively

Requirements

• Knowledge of web technologies
• Experience with MS Office applications, Windows 10, and IE/Chrome/Firefox
• Basic understanding of remote assistance tools

Qualifications

• Excellent communication, organization, and documentation skills
• Ability to work a flexible schedule covering 7:00 AM – 9:00 PM with rotating late shifts