Technical Support Specialist, Service Desk

At Carvana, we’re changing the way people buy and sell cars. With an ambitious vision and a fundamentally different approach designed to be fun, fast, and fair, Carvana became the fastest-growing automotive retailer in history. We expanded nationally, went public on the New York Stock Exchange, sold our 1 millionth car, and reached the Fortune 500, all in just eight years.

Today, with 4 million retail customers and counting, Carvana is both the fastest-growing and the most profitable public automotive retailer, and we’re just getting started. We continue to raise the bar for our customers as we tackle the enormous opportunity still ahead in the largest consumer vertical.

Working here means being part of a team that embraces change, celebrates creative problem solving, and always strives to be better. At Carvana, you’ll have the opportunity to take on meaningful challenges, learn quickly, and help shape the future of automotive retail. If you’re driven to grow and make an impact as part of a collaborative team, you’ll fit right in. Learn more about what it’s like to work here from the people that already do.

THIS IS A 100% ON-SITE POSITION (Monday through Friday)

We need to be super approachable and always willing to go above and beyond to help our Carvana family. It could be as simple as connecting their monitor to as complicated as tuning their flux capacitor to precisely 1.21 gigawatts! We expect smart people who are doers with bright ideas, willing to put their game-face on, take on new challenges, and juggle many assignments at once.

In return for your hard work, you'll have an opportunity to work at one of the fastest growing and creative technology companies around, as well as help us promote a life-changing product and develop a world-class team every day.

• Deliver exceptional customer service to our internal customers.

• Serve as our first line of IT support to all our incoming calls and IT tickets.

• Be confident and comfortable when interacting and communicating with customers via email, phone, chat, and in-person.

• Ability to prioritize and multitask

• Have the ability to utilize support tools, and additional support staff while providing prompt and professional communication.

• Review incoming Service Desk tickets to diagnose problems, gather additional information, identify solutions, and log and track incidents.

• Use excellent judgment to be able to properly evaluate situations and determine if the issue can be resolved quickly over the phone/email or be escalated appropriately.

• Able to effectively communicate with team members to help resolve issues.

What you should have

This is a Help Desk support role. The qualifying candidate must be enthusiastic, energetic and love to help people and solve their computer problems. The goal is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level. You should also have:

• High School diploma or equivalent

• Minimum 2-year experience in a help desk or call center environment

• Functional knowledge of Microsoft operating systems and office applications; big plus if you have experience with G Suites, Okta, Slack, Zoom, and Jira

• Ability to blend creativity, problem solving, and technical skills to support end-users

• Experience with all major types of mobile devices (iOS, Android, Windows, Chrome)

• Top-notch customer service experience

• The ability to effectively communicate with remote users via phone or email and troubleshoot problems