Description:

Important Notes –

• This resource will be the first line of defense for the Vehicle Protection Products (VPP) project.
• Resource will be responsible for resolving or triaging the tickets and/or escalating them to the next level.
• The team is responsible for configuration of the VPPs as well as making changes in the existing system. This resource will also be supporting such activities.
• The resource will be trained initially but should be eventually able to work and able to make decisions independently on their own down the line.
• Experience with Jira or similar tools would be helpful, the team is currently using Digital Care for ticketing which was replaced by ServiceNow.
• This is a long-term project with a possibility of getting permanent.
• This resource will interface frequently with our third party-vendor Stone Eagle
• Top 3 Skills: Attention to detail in prioritization, follow up skills, communication.
• Experience: Over 2 years of professional experience
• Manager is not Interested in call center experienced candidates
• Hybrid – 2 days a month (Wednesday and Thursday every 3rd week)

Skills –

• Some experience with testing similar systems or software as well as configuration.
• Experience working with any ticketing system
• Attention to detail is most important
• Excellent communication skills
• Perform follow ups
• Proficiency with Microsoft office applications for documenting and creating SOPs

Interview process –

• 2 rounds (May be if wanted)
• 1st round: 60 minutes
• 2nd round: 30 minutes

List the position Requirements:

Must Haves:

High School education or equivalent

2-5 years of relevant work experience

Proficiency with Microsoft Office (Excel, PowerPoint, Visio, Word)

Excellent oral and written communication, and presentation skills

Experience creating business communication documents

Strong organization skills and attention to detail

Strong customer service and problem-solving skills

Preferred/ Nice-to-haves:

• Four-year college degree (BA or BS) or equivalent
• Project management/implementation experience
• Proficiency with Jira or equivalent tool
• Knowledge of Agile and Scrum ceremonies
• Aptitude for business system configuration
• Change Management

Job Type: Contract

Salary: $18.05 - $28.77 per hour

Experience level:

• 2 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Plano, TX 75024: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Ticketing: 2 years (Preferred)
• Customer support: 2 years (Preferred)

Work Location: Hybrid remote in Plano, TX 75024