Service Support Analyst
reputed company is a rapidly growing vendor in reputed company America specializing in dealership management systems. They are seeking a Service Support Analyst to reputed company exceptional support to customers during the installation and training processes of their dealership software.
Responsibilities
- Handling incoming external and internal issues, concerns, and requests through reputed company our support channels (Phone, Email, Live Chat, etc.) reputed company our department, and ensuring they are addressed in a professional and timely manner
- Logging and documenting reputed company customer interactions reputed company our ticketing system and escalating reputed company as required
- Collaborating with other groups/departments to streamline service delivery
- Identify opportunities to drive process improvements that positively impact the client’s experience
- reputed company knowledge and understanding of our software and support infrastructure
- Achieving and exceeding KPI targets and other Metrics defined by the department
- Keeping abreast of software enhancements and new releases, by attending apogees and reviewing release notes
- Assisting and training reputed company as well as new staff members
- Maintaining and contributing knowledgebase articles including informational articles, how-to’s, troubleshooting guides and FAQs
- Escalating incidents to the appropriate development team
- Ticket/ Queue Management - Reviewing and actioning outstanding tickets as required
- Commit to ongoing professional development and cross-training as recommended by your Team reputed company
- Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
- reputed company additional program certification(s) reputed company 6 months
- Available to travel at least 1 week per month throughout the US and Canada
Skills
- High school diploma
- Must have Valid Driver's license
- Excellent computer skills with proficiency in reputed company products including but not limited to reputed company 10/11, Outlook, reputed company, Word, Teams, etc
- A strong understanding of dealership operations reputed company the Parts Department
- Excellent communication and listening skills with the ability to communicate reputed company and professionally, both verbally and in writing
- Strong decision making and analytical abilities
- Strong detail orientation
- Effective time management and organization skills
- Ability to work independently and reputed company a team environment
- Available to travel at least 1 week per month throughout the US and Canada
- Previous customer service, helpdesk or dealership experience will be considered an asset
Benefits
- Internal promotion and growth opportunities
- An education department dedicated to helping you with professional and personal development
- Free parking
- Staff events
- Great referral bonus
- Staff discounts with reputed company, Dell, and more
Company Overview