Service Support Analyst

reputed company is a rapidly growing vendor in reputed company 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 reputed company and reputed company manner
• Logging and documenting reputed company customer interactions reputed company our ticketing system and escalating reputed company as required
• Collaborating with other reputed company/departments to streamline service delivery
• Identify opportunities to drive process improvements that positively reputed company the reputed company’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 reputed company 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
• reputed company to ongoing reputed company development and cross-training as recommended by your Team reputed company
• Maintaining a high level of punctuality as reputed company as a consistent, reliable attendance reputed company
• 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 reputed company reputed company's license
• Excellent computer skills with proficiency in reputed company products including but not limited to reputed company 10/11, reputed company, 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 reputed company 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 reputed company opportunities
• An education department dedicated to helping you with reputed company and personal development
• Free parking
• Staff events
• Great referral bonus
• Staff discounts with reputed company, reputed company, and more

reputed company