Technical Customer Support Representative

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Auction Edge, Inc.

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Automotive Remarketing Software • Online Marketplace • Independent Auction Network • software

51 - 200

Description

• Manage inbound customer calls and emails to assist with Edge technology-related issues. • Document customer support calls and emails, or other forms of communication, accurately in the ticket management system. • Assist in developing standard work and internal knowledge base for the technical support team. • Proactively communicate to the team and customers on the status of ticket and resolution of issue, including regular follow-ups. • Self-sufficiently problem-solve and troubleshoot customer issues and know when to escalate issues to team members and managers. • Effectively analyze problems for root cause and test countermeasures to implement. • Manage and improve customer experience by promoting and facilitating communication between Auction Edge and the auctions. • Improve internal operations and communication related to customer specific projects. • Displays a “customer comes first” attitude by engaging others in the development of best practices and process improvement. • Solicits customer feedback to understand customer needs and identify opportunities for improvement. • Provide operation and product feedback into appropriate Auction Edge product team members. • Regularly report to leadership on the current state of features and functionality and the impact on customer experience. • Leads with integrity, honesty and knowledge to promote a respectful work environment. • Other duties as assigned by the manager.

Requirements

• Strong Communication and interpersonal skills with the ability to maintain effective relations with team members and clients • Customer focused mindset • Working knowledge of installing, configuring and supporting software, hardware and connectivity components across multiple network environments • Familiar with software, hardware, and printer troubleshooting • 1+ years of work experience in technical customer service roles with a customer-facing environment • 1+ years of technical troubleshooting experience is preferred • High School Diploma or GED equivalent required • Preferred Qualifications • Bachelor’s degree or equivalent experience is preferred • 1+ years of auto auction operations experience is preferred • 3+ years of work experience in technical customer service roles with a customer-facing environment • Working knowledge of iSeries/AS400 systems is a plus • Working knowledge of Windows Operating systems • Understanding of Windows Server Operating System is preferred • Database knowledge preferred

Benefits

• Medical, Dental, and Vision Insurance coverage • 401k Retirement Plan • 20 days of accrued PTO as well as 12 Flex Days per year (one three-day weekend per month) • 8 paid holidays, 2 floating holidays, and 1 paid volunteer day per year • Up to $100 Monthly Wellbeing Reimbursement Program (gym membership, personal training, massage therapy, therapy apps, and many other options) • Education Reimbursement Program up to $4,000 per 12-month period • Focus Fridays