Technical Support Analyst
Role Summary:
We are seeking a skilled Technical Support Analyst to join our team. This role will
primarily focus on supporting our automotive software solutions, assisting clients with
technical issues, and ensuring optimal functionality of our products.
Responsibilities:
? Provide first-level contact and convey resolutions to customer issues via phone, email,
and online chat.
? Properly escalate unresolved queries to the next level of support.
? Track, route, and redirect problems to correct resources.
? Update customer data and produce activity reports.
? Walk customers through problem-solving processes.
? Follow up with customers, provide feedback and see problems through to resolution.
? Utilize excellent customer service skills and exceed customers expectations.
? Ensure proper recording, documentation, and closure.
? Recommended procedure modifications or improvements.
? Preserve and grow your knowledge of help desk procedures, products, and services.
? Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
? Documents all work via a ticketing system, sets resolution timelines with customers, and
keeps customers updated on the status of their requests
? Assesses issues and troubleshoots using technical knowledge and problem solving skills
to establish a course of action ensuring a timely resolution to customer inquiries
? Must be able to direct and guide customers through resolution of complex technical
issues
? Escalates issues beyond scope of current knowledge and then works to fill in those
knowledge gaps
? Applies knowledge of case resolution process, policies, and escalation methodology
? Attends training courses as required and stay abreast of evolving technical, internal
processes, and industry developments
? Work within a tight team environment and willingly assists team members as needed
? Provides other ad hoc support and duties as assigned
? Works in a fast paced environment with competing priorities
Qualifications & Preferred Attributes:
? 1+ year of experience in a technical support role, ideally supporting software solutions.
? Strong problem-solving and communication skills.
? Experience with CRM software, ticketing systems, and providing customer service via
phone and email.
? Proficiency in Microsoft Office Suite and familiarity with using data analysis tools.
? Ability to work in a fast-paced environment and manage multiple priorities.
? Knowledge of automotive software platforms with experience in the automotive industry
a must
? Experience in supporting cloud-based solutions in a SaaS environment.
? Bilingual abilities in English and Spanish are a plus.
Job Details:
? Job Types: Full-Time
? Salary: $45,000 - $50,000 per year
? Benefits: Health insurance, Paid time off, Bonus pay
? Schedule: 8-hour shift, Monday to Friday
? Work Location: In-person with a reliable commute or planned relocation to Fort
Lee, NJ 07024
Pay Details: $45,000.00 to $50,000.00 per year
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.
