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Job Details

Requisition Number 19-0046
Post Date 8/20/2019
Posting Title Help Desk Technician I
City New Holland
State PA
Description Work schedule: Monday thru Friday 9:30 am to 6:00 PM



General Description:
Provide complete customer care to NAFTA and ANZ dealers by resolving issues, answering questions, and referring them when necessary to other areas for problem resolution.


Job Description: The primary duty of a Tier 1 analyst is to take incoming dealer calls and emails related to password resets, communication, application access, and frequently asked questions on various CNH applications. Each call and email should be documented in the call management application of WorkCenter. Each ticket should contain the steps taken to resolve the issue. If the issue cannot be resolved on first call, it should be escalated to tier 2 and placed in the unassigned.
The analyst is expected to research the knowledgebase and resolve the problem with the end user. The analyst should be able to resolve and close over 80% of the calls themselves or refer the issue to Tier 2 for assistance or resolution. The analyst will also work as Tier 2 on unassigned tickets by calling dealers back on open issue that have the resolution in the ticket or do not need extensive research.

Additional Responsibilities:
An analyst may be assigned various administration tasks such as creating new users, setting up new dealerships, processing invoices, clearing and resolving bounced emails, training new help desk analysts, coaching, quality reviewing Tier 1 Work Center tickets, supporting short term projects, testing, and routing complex issues to the correct help desk contacts.
The analyst is expected to work independently and remotely. The analyst must have a dedicated PC or Laptop with Window 10, Outlook version 2013 or newer, Skype version 2013 or newer. Microsoft Office suite a plus. The analyst is responsible for the upkeep and maintenance of the PC or Laptop and communication issues with CNHi servers.

Requirements See job description
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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