Associate Technical Support Specialist, Service Desk

Job Description

Job Description

About Carvana

At Carvana, we're changing the way people buy and sell cars. With an ambitious vision and a fundamentally different approach designed to be fun, fast, and fair, Carvana became the fastest-growing automotive retailer in history. We expanded nationally, went public on the New York Stock Exchange, sold our 1 millionth car, and reached the Fortune 500, all in just eight years.

Today, with 4 million retail customers and counting, Carvana is both the fastest-growing and the most profitable public automotive retailer, and we're just getting started. We continue to raise the bar for our customers as we tackle the enormous opportunity still ahead in the largest consumer vertical.

Working here means being part of a team that embraces change, celebrates creative problem solving, and always strives to be better. At Carvana, you'll have the opportunity to take on meaningful challenges, learn quickly, and help shape the future of automotive retail. If you're driven to grow and make an impact as part of a collaborative team, you'll fit right in. Learn more about what it's like to work here from the people that already do.

THIS IS A 100% ON-SITE POSITION (Monday through Friday)

About the team and position

We need to be super approachable and always willing to go above and beyond to help our Carvana family. It could be as simple as connecting their monitor to as complicated as tuning their flux capacitor to precisely 1.21 gigawatts! We expect smart people who are doers with bright ideas, willing to put their game-face on, take on new challenges, and juggle many assignments at once.

In return for your hard work, you'll have an opportunity to work at one of the fastest growing and creative technology companies around, as well as help us promote a life-changing product and develop a world-class team every day.

What you'll be doing

• Deliver exceptional customer service to our internal customers. 
• Serve as our first line of IT support to all our incoming calls and IT tickets.
• Be confident and comfortable when interacting and communicating with customers via email, phone, chat, and in-person. 
• Ability to prioritize and multitask.
• Accessing support tools, and additional support staff while providing prompt and professional communication. 
• Review incoming ServiceDesk tickets to diagnose problems, gather additional information, identify solutions, assign to other IT resources as applicable and log and track incidents. 
• Use excellent judgment skills to be able to properly evaluate situations and determine if the issue can be resolved quickly over the phone/email or be escalated appropriately. 
• Have excellent communication skills. You have a natural ability to share and receive information inside and outside your team.

What you should have

This is a Service Desk support role. The qualifying candidate must be enthusiastic, energetic and love to help people and solve their computer problems. The goal is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level. You should also have:

• High School diploma or equivalent.
• Ability to work between the hours of 5:00 AM and 7:00 PM Mountain Standard Time.
• Minimum 1-2 year experience in a technical call center environment.
• Functional knowledge of Microsoft operating systems and office applications; big plus if you have experience with G Suites, Okta, Slack, Zoom, Confluence, ServiceNow and Jira.
• Ability to blend creativity, problem solving, and technical skills to support end-users.
• Experience with all major types of mobile devices (iOS, Android, Windows, Chrome).
• Top-notch customer service experience.
• The ability to effectively communicate with remote users via phone or email and troubleshoot problems using remote connectivity tools or sometimes in the blind.

What we'll offer in return

• Full-Time Hourly Position with a competitive salary.
• Medical, Dental, and Vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
• A great wellness program to keep you healthy and happy both physically and mentally.
• Access to opportunities to expand your skill set and share your knowledge with others across the organization.
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
• A seat in one of the fastest-growing companies in the country.

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

• Must be able to read, write, speak, and understand English, bonus points if you know Spanish too.
• Must be able to lift up to 70 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels.
• Must be able to carry and transport up to 70 pounds up to 20 feet.
• Requires excellent visual acuity and manual dexterity.

Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. 

Legal stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.