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Technical Support Rep I

Position Summary:
A Technical Support Representative 1 is responsible to be the voice of ALLDATA for product installation, setup, licensing, onboarding, training, updates, technical issues and general customer support. The role of a Technical Support Representative 1 is to be available, friendly, knowledgeable, confident, consistent, efficient, and act as a customer advocate seeking to improve the customer experience, our products and services.

Position Responsibilities - Other duties may be assigned:

  • Software/hardware problem resolution - Investigate, resolve and provide suggestions to prevent future occurrences of customer PC hardware, mobile and software related problems that hinder or prevent customer usage of ALLDATA products and options.
  • Product installation, registration, setup & update support - Assist customers, sales representatives and trial customers to install, register, setup, train, update and/or upgrade ALLDATA products and options.
  • Navigation assistance - Assist customers to efficiently use and navigate ALLDATA products to increase product value and improve customer engagement.
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email and perform remote troubleshooting through diagnostic techniques
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in CRM
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • This position has no direct reports.

Minimum Qualifications:

  • High school diploma or equivalent
  • Minimum two (2) years of call center and/or tech support experience
  • Logical problem-solving skills, ability to multi-task, and utilize soft skills while troubleshooting
  • Excellent organizational skills with focus on customer service
  • Enthusiasm for continual learning
  • Ability to work well with people
  • Strong oral & written communication skills
  • Ability to diagnose and resolve basic technical issues
  • Demonstrate a high sense of urgency and perform under pressure
  • Proficiency with desktop OS (Windows XP – 10)
  • Proficiency with mobile OS (iOS 10 – 12, Android 4.0 – 8.0)
  • Browser knowledge – Internet Explorer, MS Edge, Firefox & Chrome
  • Proficiency of Microsoft Office – Excel, Word, Outlook & Skype (MS Teams)

Preferred Qualifications:

  • Associates degree or technical certificate
  • French and/or Spanish speaking
  • Understanding of basic automotive components and functionality
  • Understanding of automotive shop workflow
  • Understanding of QuickBooks Desktop and/or QuickBooks Online
  • Experience with Microsoft Dynamics, Confluence & JIRA ticketing systems

Job Type: Full-time

Pay: $21.00 - $23.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Referral program
  • Tuition reimbursement
  • Vision insurance

Schedule:

  • Monday to Friday

Work Location: One location

Company
ALLDATA LLC
Posted
11/14/2021
Salary Range
$46,000.00 - 78,000.00
per Year
Salary range estimated by
Location
Elk Grove, CA 95759, US