Address
Form of workAbout Us
You may not have heard of Bapcor, but you will know our brands. We’re Asia Pacific's leading provider of vehicle parts, accessories, equipment, service and solutions and – through our businesses like Burson, Autobarn, Midas, Truckline and Baxters – are inside cars, on four-wheel drives and all over trucks.
We span the end-to-end aftermarket supply chain with nearly 1,000 stores across Australia, New Zealand and Asia. Our 5,500 team members are serious about safety, inclusion, diversity and building your specialist knowledge and capability to help us be there for what matter most for our teams and our customers.
About the Role
The Ezyparts Support Analyst will be part of the Bapcor IT Service Delivery team and will act as the first point of contact for all Burson Ezyparts Support needs, for the Store Network and customers. The aim of the team is to log, resolve and complete all incoming tickets within the required SLA, while providing excellent customer service. Secondary to this, you will assist the Trade Service Desk Team in triaging and resolving general incidents and requests.
This role will be based at our Mount Waverley facility and offers hybrid working.
Key responsibilities include:
- Overseeing the unassigned EzyParts Queue within the ServiceNow platform, ensuring efficient management and resolution of pending tasks.
- Administering the EzyParts phone hotline, providing prompt and effective customer service.
- Tasked with the initiation and configuration of EzyParts accounts within the SAP platform.
- Diligently adhering to the service-level-agreements established by Bapcor, ensuring all tasks are completed within the stipulated timeframe. This includes all Ezyparts requests and EDI account setups to be completed within 45minutes.
- Proactively identifying and escalating significant incidents/system outages to the Team Leader and/or Incident Manager in a timely manner.
- Compiling and presenting detailed monthly reports on key customer issues, identifying trends, and proposing viable solutions.
- Creating and maintaining knowledge base articles
- Working hours 7-3 or 9-5 (flexibility to work all shifts required)
About You
- Excellent interpersonal and communication skills
- Min 1 year experience working in a customer focused helpdesk or technical support role (inc experience with ServiceNow and processes) desirable
- Experience or knowledge on working within a SAP platform environment
- Experience with the use of Remote Control/Access software (Teamviewer, RDP, etc)
- Strong written and verbal communication skills
- Excellent customer service skills
Why join Bapcor?
- Opportunity to join an Australian owned, ASX listed company and work with an iconic brand
- Asia Pacific’s leading provider of vehicle parts, accessories, equipment, service and solutions
- Opportunity to make a genuine impact in a growing organisation
- Potential for career growth and personal development
- Exclusive discounts and benefits across our Burson Auto Parts trade stores as well as our retail stores including Autobarn, Opposite Lock, Midas Australia, and ABS Service Centres
- Paid Parental Leave & Employee Assistance Program
- Bapcor is an equal opportunity employer
