Service Desk Analyst II

8117 - Dallas Technology Hub - 5830 Granite Parkway, Plano, Texas, 75024

CarMax, the way your career should be!

At CarMax, we are industry disruptors. At the heart of our innovation is new digital products. As an Operations team, our Solution Center serves as the initial contact point to respond to and diagnose problems, through discussion, to support internal CarMax associates. This position is 100% phone support with strong customer service skills required. This position will answer questions on basic and advanced technical issues and offer advice to solve them. This is a full-time opportunity with a work shift that may vary due to business needs and coverage requirements. Rotating weekends and some holidays required.

What you will do – Essential Responsibilities

Interact professionally and efficiently with internal customers by assisting with their questions about any of our supported software, hardware, and computing platforms.

• Provide one-on-one support to customers at all levels of technical and non-technical skill sets with minimum supervision and without the use of scripted responses.
• Perform remote troubleshooting through diagnostic techniques and ask pertinent and probing questions to resolve Tier 1 issues while elevating complex and/or high priority problems to the appropriate support groups for resolution.
• Ability to quickly identify business critical problems and escalate to appropriate levels.
• Ability to be able to show patience, understanding, and empathy with customers while focusing on problem resolution.
• Work collaboratively with people across the organization and mentor less experienced analysts to expand Tier 1 knowledge.
• Maintain a high level of customer satisfaction while addressing customer issues in a timely and professional manner.

Purpose of the role

The associate will use skills such as problem recognition, research, and resolution steps to diagnose problems with the customer. Basic and advanced problems are resolved while typically more complex issues are assigned to senior level analysts or next level teams. The position involves the use of a problem management database and ticketing system. The position will use excellent verbal and written skills and be able to share knowledge with less experienced analysts. The associate can troubleshoot "open ended questions" on the fly and use their Technology operational knowledge to resolve customer concerns. The associate also acts as a mentor to other members of the team. The Solution Center is the first point of contact for our internal associates. Providing an excellent customer experience is a must!

Qualifications and Requirements

• Minimum of 2-3 years of technical support and customer service experience in a high-volume call center environment.
• Tech savvy with advanced knowledge of standard software products, and remote-control capabilities.
• Advance understanding of computer systems, operating systems, mobile devices, and other tech products.
• Strong analytical/cognitive skills and exceptional ability to troubleshoot complex and technical problems.
• Ability to communicate effectively in a non-technical manner (written and verbal).
• Ability to mentor less experienced analysts.
• Work independently and within a team environment.
• Excellent customer service skills required.
• Proficiency in English.

Open Work Shifts:

• 11am - 8pm CST
• 12 - 9pm CST
• 1 - 10 pm CST

Work Location and Arrangement: This role can be based out of the Richmond, VA Technology Innovation Center and have a Hybrid work arrangement.

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.