Support Specialist (Mobility)

Enterprise Rent-A-Car
Job Description

Equal Opportunity Employer/Disability/Veterans

The Information Technology (I.T.) division of Enterprise Holdings builds and implements powerful solutions that help to drive and support the global operations of our brands and businesses, including Alamo Rent A Car, Enterprise Rent-A-Car and National Car Rental. With 9,000 branch locations across the world and more than 97,000 employees, Enterprise Holdings and its affiliates own and operate almost 1.9 million cars and trucks.

Here, you will be part of a team that creates and delivers leading-edge technologies and expansive systems that impact every aspect of our growing businesses. We provide the resources to enable and develop our more than 2,000 innovative I.T. professionals in a variety of career paths. This is where it all starts. All systems GO!

As a Support Specialist on the Mobility Field Operation team, you will operate within the Mobility Support vertical to provide professional, timely, and accurate resolution of inbound technology related issues. TIn this role you will focus on customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions.

The right candidate will have the flexibility to work non-standard schedules, to include 1st, 2nd, or 3rd shift, as well as some weekends and holidays.

Essential Functions:

  • Resolves inbound technology-related problems in a support center environment

  • Provides remote customer service by responding to inbound (avg. 30 calls/day) and placing outbound phone calls, and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner

  • Troubleshoots problems quickly to determine the appropriate resolution path

  • Documents issues within the problem management system with clear, concise and accurate information; documents troubleshooting process and procedure for each issue

  • Assists with trend and root cause analysis; identifies and communicates problem trends; identifies and communicates gaps in department knowledge required to resolve specific problems

  • Tracks activities using the appropriate software and telephone systems

  • Educates customers on appropriate problem resolutions to minimize repeat requests; provides timely follow-up

  • Develops and maintains required technical knowledge and skills; independently pursues skill building activities in conjunction with daily workload

  • Assists with task automation and process improvements as directed

  • Maintains established service level agreements to meet customer expectations and quality standards

  • Flexibility to work non-standard schedules (i.e. 2nd or 3rd shifts, weekends, holidays)

Required:

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future

  • Minimum one-year experience on the following technologies:

  • Mobile devices and operating systems, including Android and iOS

  • Mobile Device Management software

  • Microsoft Windows technologies

  • Networking technologies such as DHCP, DNS, transport protocols, routers, switches, LAN/WAN and wireless connectivity

  • Active Directory

  • PC hardware

  • Printers

  • Minimum one-year experience in a customer facing role (ex: customer service, customer support, etc)

  • Strong customer service orientation and presence

  • Strong analytical skills

  • Self-starter, with the ability to work effectively with minimal supervision

  • Enthusiastic about learning new technologies

  • Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:

  • Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related field preferred

Requisition Number: 2018-238790

Street 2: St. Louis

External Company URL: www.erac.com