Job Description

Pay Range: $20-$23 hourly

About Carvana

If you like disrupting the norm and are looking to join a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old-fashioned way sucks and we are working hard to make it NOT suck. I mean, have you seen our vending machine?!

We are looking for people who are excited to thrive in an environment of impactful change. Team spirit is evident at Carvana and every day we let our passions and creativity foster innovation. We take big swings, set ambitious goals, and challenge each other to make data- and process-driven decisions in everything we do. Here are a few of our stories! We’ve been changing the game since 2013, and we’re not taking our foot off the gas now. Want more of the story? Check out our background here

About the team and position

The Safe & Secure Operations Remote Team (SSORT) helps to keep our 20,000+ associates, who work at our 200+ various locations, safe and secure every day. By collaborating with various Carvana teams and external partners the SSORT ensures that a strategic plan is in place so that our security technology is innovative and efficient, that each site has the proper physical security infrastructure to meet our risk mitigation needs, that we provide proactive and reactive monitoring measures to support our sites, and that we utilize data and protocol to manage all events that pose risk to our business. In partnership with the Field Safe & Secure Team and the Enterprise Support Safe & Secure Team- the SSORT is an integral part of how we ensure the safety and security of all associates every day at every site.

The Safe and Secure Technology Associate Administrator will support internal and external customers with technical issues and needs related to the safety and security of Carvana team members and assets. The Associate Administrator will use established processes to help identify, troubleshoot, and execute solutions via multiple mediums. This team member will learn and apply technology practices and help to identify opportunities for continuous improvement.

What you’ll be doing

• Deliver exceptional customer service to our internal and external customers.
• Support assigned KPIs related to our Safe and Secure technology!
• Take incoming calls and emails related to CCTV, Access Control, or Alarm Monitoring issues and requests.
• Communicate with remote users via phone, email, or video calling to troubleshoot problems using (and sometimes without the use of) remote connectivity tools.
• Review incoming Help Desk tickets to diagnose problems, gather additional information, identify solutions, and assign to other Safe and Secure resources as applicable.
• Learn and assist with the configuration process of our CCTV, Access Control, and Alarm monitoring systems for all new buildings and installations.
• Log all technical issues in Jira with the appropriate level of detail needed.
• Leverage process standards, naming standards, how-tos, equipment information, and solutions to new problems and provide feedback related to these as needed.
• Develop and employ judgment skills to properly evaluate situations and determine if the issue can be resolved quickly over the phone/email or be escalated appropriately.
• Escalate issues to appropriate internal channels when the need arises .

What you should know/have

This is a client-facing support role. The qualifying candidate must be enthusiastic, and energetic and must take pride in helping people solve their Safe and Secure technology problems. Service with a smile is a requirement!

• High School diploma or equivalent.
• 1+ years of experience in the technical/physical security technology support field.
• Intermediate skills in administering Windows Server, Active Directory, DHCP, and other network services.
• Solid problem-solving and technical skills and customer service experience.
• The ability to effectively communicate with remote users via phone or email and troubleshoot problems using remote connectivity tools or sometimes with the blind.
• A continuous learning/growth mindset.

We’d love it if you also have

• Experience with CCTV, Access Control, and Alarm Monitoring systems; a big plus if you have experience with Genetec, Slack, Confluence, Cisco Meraki Appliances, and Jira.
• An understanding of enterprise network environments.

What we’ll offer in return

• Full-time hourly position.
• Medical, Dental, and Vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
• A great wellness program to keep you healthy and happy both physically and mentally.
• Access to opportunities to expand your skill set and share your knowledge with others across the organization.
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
• A seat in one of the fastest-growing companies in the country.

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

• Must be able to read, write, speak, and understand English.

Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.