IT Support Call Center Analyst

Company/organization: O'Reilly Auto Parts
Contact: Advertising Assistant
Phone: 417-862-2674 ext 1328

O’Reilly Auto Parts has provided high-quality auto parts availability and excellent customer service since 1957. Today, as a Fortune 500 company, we are determined to be the leader in the auto parts industry through serving both retail and professional customers. We rely on exceptional team members to support our success and growth every day. 

Under general supervision, the IT Support Call Center Analyst will provide first line contact for issues including technical software, hardware, and network problem resolution along with operational assistance to all store system users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Pass more complex end-user problems to WAN Admins, Store Support Administrators, or to Store Systems Admins.

Essential Job Functions

  • Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations. This service is     available to the stores 24 hours a day, 7 days a week
  • Provide first level troubleshooting with Local Area Networks (LAN), Wide Area Networks (WAN)
  • Identify and analyze computer problems. Develop and implement logical and effective solutions
  • Escalate advanced issues to IT Support Administrators    
  • Responsible for supporting the installation, modification, and repair of computer hardware over the phone    
  • Provide excellent customer service    
  • Provide overflow support for other departments after hours    
  • Assist in the implementation of technology projects

Skills and Qualifications

  • Excellent inter-personal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills    
  • Critical thinking and troubleshooting skills    
  • Excellent customer service skills   
  • Ability to think outside-the-box, perform research, and operate independently or in a group setting
  • Basic technical/computer knowledge
  • Bi-lingual written and verbal skills desired
  • CompTIA Linux + Certification or equivalent desired
  • Cisco CCENT Certification or higher desired

This is a full-time opportunity; Monday-Friday, Schedule varies

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O'Reilly Auto Parts is an equal opportunity employer. It is the policy of the Company to treat all applicants for employment and all team members in a manner that does not discriminate against them because of their race, religion, color, national origin, sex, sexual orientation, pregnancy, age, military obligation, or disability.

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