8116 - Midtown Office - 2220 W. Broad Street, Richmond, Virginia, 23220
CarMax, the way your career should be!
About this job
The Senior Analyst will work closely with Solution Center management to provide direction for the team in order to meet set objectives and goals. The associate will respond to and diagnose problems through discussion to support internal CarMax associates and act as a mentor to team members. The position requires exceptional phone support and customer service skills. Project work, research and analysis and reporting will be required for process improvements. The shift is 8:00 AM - 5:00 PM and will work rotating On-Call and some holidays. This is a full-time opportunity with a work shift that may vary due to business needs and coverage requirements.
What will you do - Essential Responsibilities
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
about any of our supported software, hardware and computing platforms
Provide one-on-one support without the use of scripted responses while quickly walking users through diagnostic or corrective procedures
Utilize exceptional verbal communications to assist users through triage, diagnostics, issue resolution and incident escalation as needed.
Ability to quickly identify business critical problems and escalate to appropriate levels
Ability to empathize with customers while focusing on problem resolution
Strong problem solving/troubleshooting skills
Purpose of the role
The associate will use skills such as problem recognition, research and resolution steps to diagnose
problems with the customer. Basic problems are resolved while typically more complex issues are addressed by the Sr. Analyst or assigned to intermediate and or senior level areas. The position involves the use of a problem management database and ticketing systems. The associate is expected to troubleshoot "open ended questions" on the fly and use their Technology operational knowledge to resolve customer concerns. The associate also acts as a mentor to other members of the team. The Solution Center is the first point of contact for our internal associates. Providing an excellent customer experience is a must!
Qualifications and Requirements
Minimum of 3-5 years of technical support and customer service experience
Experience with desktop support including PC and printer hardware and configuration
Strong problem solving and troubleshooting skills
Ability to communicate effectively (written and verbal)
Work independently and within a team environment
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.
