Support Center Rep II

KAG is North Americas largest tank truck transporter and logistics provider, delivering energy commodities, specialty products, merchant gases and food products across the United States, Canada and Mexico.

At KAG, its our people who make it possible to achieve our company goal as One Team Driven to Make a Difference! With expert knowledge, supportive leadership and most importantly, a strong belief in our company culture, our KAG team exemplifies the passion, pride and entrepreneurial spirit of KAG to help us reach our goal every day.

We want you to have a career with the rewarding professional and community experiences you desire, in a place that feels like home. If you are seeking an opportunity to join a talented team of dedicated professionals in a company that keeps North America moving, we invite you to apply!

Hours: Monday to Friday 8am to 5pm

Pay: $21.25 to 26.59

Primary Objective:

The Support Center Rep 2s role is the main point of contact between a customer and the information technology (IT) department. They serve as an escalation point for Support Center Rep 1s to utilize. Their main duties include answering customers questions via Help Desk Tickets or phone calls, helping customers set up their computer systems and diagnosing customers computer issues, applications issues or even connectivity issues.

Principal Duties:

• Provide Call and Ticket escalation services to Support Center Rep 1s for daily call and ticket issues.
• Answer calls and respond to tickets and emails.
• Quickly and accurately determine incident scope and impact.
• Provide support and resolve problems to the end users satisfaction.
• Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket, or email.
• Monitor tickets assigned to the queue and process first-in first-out based on priority.
• Troubleshoot issues with end-users and work toward first call resolution.
• Deliver high quality assistance to on-site and remote personnel.
• Utilize and maintain the Support Center tracking software by maintaining issues in the system from first contact with end user including responsibility for call ownership.
• Document all information according to standard operating procedures.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Maintain inventory of all equipment, software, and software licenses
• Manage PC / Laptop setup and deployment for new employees using standard hardware, images, and software.
• Setup new employees / consultants / Vendors information into Active Directory
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades / break fix as required.
• Identify and Escalate problems as required to support teams.
• Direct questions to the right department when needed.
• Act as a liaison between customers and technical escalation teams.
• Update the internal knowledgebase with issue resolution details.
• Support computers, laptops, tablets, smart phones, and applications.
• Assist users in detecting and removing viruses, spy ware, and other malicious software.
• Ensure customer satisfaction.
• Follow up with customers as needed to ensure any problems are resolved.

Supplemental Information:

• High School diploma or equivalent.
• 5-7 years experience managing and delivering Help Desk Support.
• Knowledge of Windows desktop operating systems & Office suite, Citrix, VPN access, printer & copier configuration.
• Ability to effectively communicate issues, concepts, and solutions to all levels of the organization, including clients both internal and external, executive leadership, and the business.
• Must be able to function effectively under pressure in environments of rapid change, conflicting demands, and crisis management.
• Must have knowledge of creating and managing service level agreements.
• Demonstrated continuous improvement and quality problem-solving methodology skills.
• Ability to mitigate complex issues in a Professional and timely manner.
• Ability to work independently while keeping management informed.

Kenan Advantage Group, Inc. is an equal opportunity employer. No person will be discriminated against in any aspect of their employment on the basis of any status or characteristic protected by applicable federal, state or local law

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Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to:

• Promote positive work habits including effective and timely communication, teamwork, and respect for co-workers.
• Provide constructive guidance to other employees and representatives of third parties.
• Contribute to providing the highest quality of products and services to customers both internal and external.

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