Genuine Parts Company · 1 week ago
Customer Care Group Support Analyst
Atlanta, GA
Full-time
Hybrid
Mid Level
4+ years expGenuine Parts Company is a leading distributor of automotive and industrial replacement parts. They are seeking a Customer Care Group Support Analyst to provide technical support to customers regarding software, hardware, and network issues, ensuring prompt and accurate resolution of customer incidents.
AutomotiveElectronicsIndustrialLogisticsManufacturingService Industry
Responsibilities
Answers inbound technical questions from customers and gains understanding of each situation
Troubleshoots issues to find solution and partners with customer to solve issue together
Confirms that solution worked properly before ending call
If unable to resolve customers' issue using information supplied in the Service Now Knowledgebase, agent will seek assistance from Support Analyst II and/or Development team (Swarm) to further analyze and determine root cause and potential work arounds
Agent will apply fix or work around discovered during 'swarming' with Support Analyst II/Developers
Agent will create new knowledge base articles outlining the fix/work around discovered during 'swarming'
If issue is determined to be a software defect the agent will fully document the issue, troubleshooting and root cause analysis steps followed with Support Analyst II/Developers and assign the Service Now Incident to the appropriate development track for defect creation
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 in addressing concerns and resolving issues
Instills confidence in the customers that concern will be addressed properly and with urgency
Ensures prompt and accurate resolution of customer incidents with a high degree of ownership
Reports network events upon occurrence to leadership
Notifies appropriate leadership of customer escalations and dissatisfaction in timely manner
Follows ticket management policy as documented including, entering required information into system, selecting the right urgency level, selecting the correct categorization and subcategorization for the Incident and ensuring the proper team members are including in communications
Follows call management policy as documented including resolving calls timely and accurately, following up with cases as appropriate, and working with management when needed
Follows the established attendance and schedule policy
Works to consistently improve call handling and resolution processes by following the established quality assurance guidelines and expectations to deliver stellar customer service including: first call resolution and total case ownership
Works with team members to develop, approve, validate, and maintain problem resolution databases (Knowledgebase) by making entries to improve process
Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls
Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues / requests, and documents all call resolutions
Keeps support team and management apprised of any new support issues in a clear and timely manner
Performs other job-related duties as assigned or apparent
Dispatch hardware problems to appropriate hardware vendor
Assist customers with 'How-To' questions
Contact external customers to foster improved communications and satisfaction levels with computer equipment and software
Continuously improve customer satisfaction indexes
Other duties as assigned
Qualification
Required
4 years of experience in a help desk/call center
High school diploma or equivalent work experience required
HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus
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
Familiarity with Linux Systems a plus
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
In addition to having a high sense of self-motivation, this individual must display superior telephone, root cause analysis, and issue resolution skills
The ability to listen, isolate the issue, research, resolve, and follow-up is essential for this position
Candidates for this position should be familiar with incident ticketing software and processes
Proven soft skills including strong courtesy and conflict management skills
Strong written and verbal communication skills and be able to translate technical information to all level of users
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
Preferred
NAPA store experience is a plus
Company
Genuine Parts Company
Genuine Parts Company is a service organization engaged in the distribution of automotive replacement parts & industrial replacement parts
10001+ employees
H1B Sponsorship
Genuine Parts Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (74)
2024 (52)
2023 (55)
2022 (32)
2021 (15)
2020 (18)
Funding
Current Stage
Public CompanyTotal Funding
unknown1968-08-20IPO
Leadership Team
William P. Stengel
President & CEO
Damian Apone
Director, Global Retail Cybersecurity
Recent News
2025-10-24
MarketScreener
2025-10-21
Company data provided by crunchbase