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Customer Care Group Support Analyst

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Genuine Parts Company

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Location:
United States , Atlanta, Georgia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Answers technical calls from customers (company/independently owned stores and employees) regarding company software, hardware, and network issues. Receives call, finds resolution, and documents calls as received.

Job Responsibility:

  • Answers technical calls from customers regarding company software, hardware, and network issues
  • Troubleshoots issues to find solution and partners with customer to solve issue together
  • Seeks assistance from Support Analyst II and/or Development team (Swarm) if unable to resolve
  • Applies fix or work around discovered during “swarming”
  • Creates new knowledge base articles outlining the fix/work around
  • Documents software defects and assign Service Now Incident to appropriate development track
  • Ensures positive customer experience by de-escalating customer issues and concerns
  • Instructs customers on proper usage of the software and hardware
  • Acts as customer advocate
  • Ensures prompt and accurate resolution of customer incidents
  • Reports network events to leadership
  • Notifies leadership of customer escalations
  • Follows ticket management policy
  • Follows call management policy
  • Follows the established attendance and schedule policy
  • Works to consistently improve call handling and resolution processes
  • Works with team members to develop, approve, validate, and maintain problem resolution databases (Knowledgebase)
  • Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internal supported hardware, software, LANs and WANs
  • Accurately documents all incoming calls and resolutions
  • Keeps support team and management apprised of any new support issues
  • Dispatch hardware problems to appropriate hardware vendor
  • Assist customers with “How-To” questions
  • Contact external customers to foster improved communications and satisfaction levels
  • Continuously improve customer satisfaction indexes

Requirements:

  • 4 years of experience in a help desk/call center
  • High school diploma or equivalent work experience required
  • 1 year of experience with incident and problem tracking service management software
  • Experience with SQL commands and database manipulation
  • Experience with automated call distributor phone systems
  • Experience with knowledge centered support (KCS) principles
  • Experience with troubleshooting network related issues (client connectivity)
  • Experience with Active Directory and Microsoft Office Products – O365 is a plus
  • Strong customer focus and orientation
  • Superior telephone, root cause analysis, and issue resolution skills
  • Familiarity with incident ticketing software and processes
  • Proven soft skills including strong courtesy and conflict management skills
  • Strong written and verbal communication skills
  • Strong problem solving and analytical skills
  • Strong time management skills
  • Self-motivated, detail-oriented and organized
  • Ability to work independently and efficiently to meet deadlines
  • Proven team player
  • Must be open to working weekends and after-hour shifts

Nice to have:

  • HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus
  • NAPA store experience is a plus
  • Familiarity with Linux Systems a plus
What we offer:
  • We offer comprehensive benefit plans and programs designed to support your health and wellness, provide income protection and build financial security for your retirement
  • We offer a Flexible Work Policy that permits eligible employees to work remotely

Additional Information:

Job Posted:
December 25, 2025

Work Type:
Hybrid work
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