Support Specialist II

September 17

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Perseus Group, Constellation Software

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Description

• Working as the customer’s advocate, provides customer support, via phone, email, and chat with our Lift Truck & Construction (LTC) Customers. • The Support Specialist II minimizes DIS risk when recommending or resolving data damage or system bugs. • Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues. • Research solutions to new problems/issues with company products and services. • Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing. • Evaluate/champion the priority of customer reported issue internally to DIS. • Track and provide timely resolution status to customer and manager, escalating as needed. • Commitment to learning new product functionality. • Attend offered training at the time or through recorded webinars. • Use call tracking software to record issue, testing, resolution and administrative tasks. • Creation of useful Knowledge Base articles as measured by usage, customer feedback and rating of helpfulness.

Requirements

• Dealership experience preferred • Proficiency/Aptitude in Quipware Software or an equivalent software • Experience supporting Accounting modules within a software product • Typically requires an AA degree in technical field or equivalent experience and 2 or more years technical support experience in related field. • Strong written/verbal communication skills • Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies • Strong technical aptitude; analytical and critical thinking skills • Customer centric focus • Commitment to a track record of consistent issue resolution and customer follow up • Nice to have Experience with SQL • Accounting experience • Dealership Rental and Service knowledge

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match). • The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.