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Helpdesk Admin I

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  • Company: ACV Auctions
  • Posted: 08/03/2022
  • Location: Buffalo, NY
  • Category: Administrative
  • Job Type: Direct Placement

Description


ACV’s mission is to build and enable the most trusted and efficient digital marketplaces for buying and selling used vehicles with transparency and comprehensive data that was previously unimaginable. We are powered by a combination of the world’s best people and the industry’s best technology.  At ACV, we are driven by an entrepreneurial spirit and rewarded with a work environment that enables each teammate to impact the company from day one. ACV’s network of brands includes ACV Auctions, ACV Transportation, MAX Digital and ACV Capital within its Marketplace Products as well as True360 and Data Services.

Who we are looking for:
ACV Auctions is looking for a Helpdesk Administrator to help support the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. The successful candidate must possess excellent communication, customer service, problem solving and analytical skills as well as a demonstrated ability to follow through on tasks, pay attention to details, and work independently as well as part of a team, sometimes amid ambiguity. The Helpdesk Administrator will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

The working hours for this position will primarily be Monday to Friday 1:30pm-10:00pm including occasional weekends.

 

What you will do:

  • Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents
  • Provide first-level technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools
  • Gather information to identify and assess the nature of incidents and problems
  • Record incidents in support ticketing system to maintain a log for escalation to other teams
  • Escalate complex issues to higher-level technical resources as needed
  • Develop and maintain both internally and externally facing documentation
  • Other duties as assigned

What you will need:

  • Excellent customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Ability to take ownership of user interactions and be proactive when dealing with user issues
  • Ability and desire to learn new technologies and skills
  • Excellent written and verbal communication skills ● Excellent problem solving and analytical skills
  • Ability to present and discuss technical information in a way that establishes rapport and gains understanding
  • Ability to deal tactfully with persons in authority, co-workers, and members of the public
  • Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus

What we offer:

  • Comprehensive benefits offerings for benefits-eligible Teammates.
  • Unique culture that truly values each and every Teammate.
At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know.

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