Entegral Technical Support Representative

Entegral is a global team of individuals who collectively create a culture that strives to provide an inclusive environment where you can thrive. We offer an active community minded Diversity, Equity and Inclusion committee. We support our women through monthly employee resource groups. We believe in belonging through providing My Purpose, My Time paid time off to volunteer. We invest in your growth through dedicated Days of Development. We believe in people over process. We refine and challenge our agile mindset through various communities of practice. Your voice is important and we have a commitment to listen in our company wide town halls. We welcome you to join our team!

Powered by Enterprise Holdings, the world's largest car rental provider and operator of the Enterprise Rent-A-Car® brand, Entegral is a business-to-business solution that enhances the customer experience from the moment after an accident to the completion of the claim.

Enterprise Holdings Inc. , a recognized leader in the automotive and insurance replacement industries, launched Entegral. Enterprise Holdings operates - through an integrated global network of independent regional subsidiaries and franchises - Enterprise Rent-A-Car , as well as the Alamo Rent A Car and National Car Rental brands, in more than 10,000 fully staffed neighborhood and airport locations in 100 countries and territories.

Entegral is a remote first organization with remote and onsite employees aligned to flexible teams from office locations in California , Missouri , Wisconsin and the United Kingdom . Residents of the following United States are invited to apply for remote work opportunities as these are the locations Entegral has business licenses; AZ, CA, FL, IL, LA, MD, MI, MN, MO, NJ, NV, NY, OH, OR, TN, TX, VA, WA and WI with flexible options available for candidates local to primary office locations.

Our team is seeking a motivated, adaptable, hard working teammate and talented career-minded professional who would like to make a difference utilizing their skill set, while working in a thriving agile-methodology environment. We offer competitive career opportunities, great benefits and promote a work-life balance.

We are diverse. We are equitable. We are inclusive. Entegral is promoting an inclusive and equitable co mpany culture. We work to ensure that our products meet the needs of all of our customers. Our products reflect the diversity of our team.

Responsibilities:

The Technical Support Representative operates in a support center environment to provide professional, timely, and accurate resolution of inbound technology related problems for external customers. This position focuses on customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions.
  • Provides remote customer service to resolve inbound Tier 1 technical issues for external customers such as logon access, network or computer issues, etc. while ensuring the highest-level of customer service following established professional protocol and operating in a helpful and timely manner
  • Troubleshoots problems quickly to determine the appropriate resolution path; escalates complex issues to appropriate resource, following established escalation procedures
  • Tracks activities using the appropriate systems, documenting issues with clear, concise and accurate information and documents troubleshooting process and procedure for each issue
  • Assists with trend and root cause analysis; identifies and communicates problem trends; identifies and communicates gaps in department knowledge required to resolve specific problems
  • Educates customers on appropriate problem resolutions to minimize repeat requests; provides timely follow-up.
  • Assists with task automation and process improvements, as directed
  • Maintains and adheres to established service level agreements to meet customer expectations and quality standards
  • Protects our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities; follows security policies and procedures.

Additional Responsibilities:
  • Seek to improve job performance through self-assessment, skill development, training and goal setting
  • Maintain a regular and reliable level of attendance and punctuality
  • Perform miscellaneous job-related duties as assigned


#LI-REMOTE

Equal Opportunity Employer/Disability/Veterans

Qualifications:

Required:
  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Must be at least 18 years of age
  • High school diploma or GED
  • 2+ years e xperience providing technical support to both internal and external customers
  • 2+ years experience working with Windows operating systems
  • 2+ years experience working with LAN/WAN architectures, routing, TCP/IP, and firewalls
  • For flexible or full remote work from home positions, reliable high speed Internet connection and dedicated work space are required
  • Must be located in one of the following locations: AZ, CA, FL, IL, LA, MD, MI, MN, MO, NJ, NV, NY, OH, OR, TN, VA, WA or WI

Preffered Skills:
  • Associate's Degree
  • Intermediate knowledge on Office Suite, familiarity with pivot tables
  • Prior experience with a remote assist tool, such as GoToAssist
  • Familiarity of the auto repair or insurance industry


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