More jobs:
CW L2 Support Tech Deskside Support
Job in
Plano, Collin County, Texas, 75024, USA
Listed on 2026-06-02
Listing for:
ConnectedX, Inc.
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support, IT Support
Job Description & How to Apply Below
Description:
Toyota is looking for a motivated, organized individual who can work collaboratively to support a program hypercare helpdesk. The program is currently in the final phase of market testing and will be moving towards general availability and a national launch. This individual will have the opportunity to shape a repeatable hypercare approach, work directly with program stakeholders and development teams, while engaging with Toyota/Lexus dealers.
- To include:
- Answering Smart Path Dealer phone calls
- Provide Level 1 troubleshooting support
- Escalation to SME's, Development teams and Service Desk as required
- Monitor incident queue to ensure they escalated issues are being resolved
- Work collaboratively with other application teams
- Document hypercare support desk methodology
- Review and maintain Smart Path program knowledge base articles
- Understand Smart Path program goals and associated stakeholder expectations
- Review and document Dealership feedback for future enhancement consideration, as required
- Strong knowledge of Windows 7 and 10
- Strong knowledge of Microsoft Office applications (2016 Outlook, Skype, Excel, Word, PowerPoint, Visio)
- Strong knowledge of computer hardware
- Requires frequent interface with the user community
- Excellent troubleshooting, problem solving and root cause analysis skills
- Exceptional customer service
- Self-starter and be able to follow defined corporate processes and policies
- Strong team worker, with excellent organization and time management skills
- Professional demeanor with excellent written/verbal communication skills
- Must possess a high level of quality and attention to detail
- Ability to work rotating shifts and overtime
Service Now ticketing system is a plus
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