Service Support Specialist II - Snap-on Inc

Are you looking to start your career with a great company? The Snap-on Customer Care Center in Crystal Lake, IL is looking for a Service Support Specialist. This position will provide desktop hardware and software support for all Customer Service associates in house and remote. This position will also provide helpdesk support for Customer Service built field sales applications to increase system up time and productivity. We offer competitive pay, full benefits, and a great work/life balance. We are currently looking to fill positions in our Crystal Lake Contact Center. Shift time TBD.

Benefits and Perks

• 401k with company match
• Full medical with options for Dental and Vision
• Pension
• Employee Stock Purchase Program
• Employee Purchase Program
• Start with 13 paid vacation days and 1 week paid sick time (accrued based on hire date)
• Annual raises and bonuses (dependent on profitability of the business)

• Answer support calls through a queue
• Resolve support issues within the Customer Care Center
• Resolve support issues for field members for Customer Care Center built applications
• Enter and monitor ITCOE tickets
• Set-up and maintain hardware within the Customer Care Center
• Resolve application issues and connectivity issues (involving the application, general “how-to” questions, and all other aspects of support that will be tied to applications)
• Engage/escalate to internal resources as required
• Create SOP, FAQs and ZGuide documentation for internal applications
• Query data as requested using MS Access
• All other tasks as assigned by management

• Experience in call center/application support
• Excellent communication, organization, and documentation skills
• Understands call queues and escalation process
• Understanding of web technologies
• Ability to troubleshoot moderate PC problems
• Expertise with Windows, Office 365, and a preferred proficiency in Access, Excel and LN
• Must have a sense of urgency
• Ability to prioritize workload

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran