About AutoZone
AutoZone is the nation's leading retailer and a leading distributor of automotive replacement parts and accessories with more than 6,000 stores in US, Puerto Rico, Mexico, and Brazil. Each store carries an extensive line for cars, sport utility vehicles, vans and light trucks, including new and remanufactured hard parts, maintenance items and accessories.
We also sell automotive diagnostic and repair software through ALLDATA, diagnostic and repair information through ALLDATAdiy.com, automotive accessories through AutoAnything.com and auto and light truck parts and accessories through AutoZone.com.
Since opening its first store in Forrest City, Ark. on July 4, 1979, the company has joined the New York Stock Exchange (NYSE: AZO) and earned a spot in the Fortune 500.
AutoZone has been committed to providing the best parts, prices, and customer service in the automotive aftermarket industry. We have a rich culture and history of going the Extra Mile for our customers and our community. At AutoZone youre not just doing a job; youre playing a crucial role in creating a better experience for our customers, while creating opportunities to DRIVE YOUR CAREER almost anywhere! We are looking for talented people who are customer focused, enjoy helping others and have the DRIVE to excel in a fast-paced environment!
AutoZone is the nation's leading retailer and a leading distributor of automotive replacement parts and accessories with more than 6,000 stores in US, Puerto Rico, Mexico, and Brazil. Each store carries an extensive line for cars, sport utility vehicles, vans and light trucks, including new and remanufactured hard parts, maintenance items and accessories.
We also sell automotive diagnostic and repair software through ALLDATA, diagnostic and repair information through ALLDATAdiy.com, automotive accessories through AutoAnything.com and auto and light truck parts and accessories through AutoZone.com.
Since opening its first store in Forrest City, Ark. on July 4, 1979, the company has joined the New York Stock Exchange (NYSE: AZO) and earned a spot in the Fortune 500.
AutoZone has been committed to providing the best parts, prices, and customer service in the automotive aftermarket industry. We have a rich culture and history of going the Extra Mile for our customers and our community. At AutoZone youre not just doing a job; youre playing a crucial role in creating a better experience for our customers, while creating opportunities to DRIVE YOUR CAREER almost anywhere! We are looking for talented people who are customer focused, enjoy helping others and have the DRIVE to excel in a fast-paced environment!
Position Summary
Store Technical Support STS Function (STS) is responsible for all technical calls coming from our over 6800 AutoZone stores. We do level one, and level two support on hardware, applications, networking, telecom and servers. It is STS responsibility to take calls in a timely manner, resolve calls quickly and support our AutoZoners at the stores in all store technology.
In a case where STS cannot resolve the call, we document all aspect of the call (Store, issue, contact, supporting information) and we escalate and assign the ticket to the appropriate function. We have STScenters in Memphis, US and Chihuahua, MX and take over 2300 calls a day.
Provides 3rd level of support for Store Technical Support concerning LINUX, UNIX and store system issues. Performs comprehensive root cause analysis of system failures for the purpose of improvements in system functionality and call volume. Provides superior service through fast and prompt interaction with other groups of support.
Key Responsibilities
- Candidate should be able to troubleshoot / resolve the customers/internal employees technical/process queries through email/phone.
- 30% - Performs system administration activities, including but not limited to, requesting reboots of servers, relocation of space and monitors drive/server failures.
- 30% - Handle problems of a sensitive nature and/or that require extensive research to resolve.
- 30% - Review system logs to determinate cause of failures, monitors and performs comprehensive root cause analysis of system failures.
- 10% - Document resolutions and provides training to Support Agents and Technical Analysts I.
- Provide superior service through fast and prompt interaction with other groups of support.
- Provide technical resolution to Global users if they are facing an IT issue related to VPN, Outlook, O365, Laptop, Desktop, Wifi, Network etc related issues through calls, emails & chats.
- Monitor the application and work with the teams to resolve the issues.
- Experience in using ticketing tools such as SMAX, Service now, remedy will be added advantage.
- Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently.
- Being proactive and show the utmost respect for customers time.
- Good time management, ensuring all contacts with customers add value.
- Ability to Multitask Computer skills.
- General support knowledge of Operating systems (Windows, Linux) across various platforms.
Education And Experience Required
- Computer Science or Any bachelors degree.
- 2-4 years of experience in providing 1st line customer service & technical support. (remote)
- Be an effective decision maker using sound judgment with available information.
- Able to contribute and work effectively within a team environment.
- Excellent Communication Skills, analytical and decision-making skills
- Ability to successfully interface with a wide range of personnel within the organization
- Work ethic aligned with company values
- Positive demeanor that engages others in the best of scenarios and during times of stress.
- Understanding of the Business situation and capability to address issues.
- Serving customers query through phone / emails/ chats and resolving issue as first call resolutions.
- Other/preferred: LINUX, MS Office, MySQL, Postgresql, Python, Pearl, Jquery, HTML linux Environment, C, C++, JCL.
- Fluent in English (both verbal & written).
- Spanish & Portuguese desirable.
Our Values
An AutoZoner Always...
- PUTS CUSTOMERS FIRST
- CARES ABOUT PEOPLE
- STRIVES FOR EXCEPTIONAL PERFORMANCE
- ENERGIZES OTHERS
- EMBRACES DIVERSITY
- HELPS TEAMS SUCCEED
