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Technical Customer Support Representative

4 months ago

Franklin, United States Auction Edge Inc Full time
Job DescriptionJob DescriptionDescription:

Unfortunately at this time, Auction Edge is not able to provide Visa sponsorship.

Auction Edge is the automotive remarketing industry’s leading provider of technology and services to independent auctions, dealers, and corporate remarketers. With 230 independent auction customers and millions of cars produced per year, Auction Edge is uniquely positioned to serve the competitive needs of the independent auction community. To learn more, visit www.auctionedge.com.


We are currently seeking a Technical Customer Support Representative (CSR) to join our Customer Support Team in our Franklin, TN office or as a fully remote employee. This person will assist in gathering information for troubleshooting customer reported problems and opening/resolving support tickets across multiple platforms. Successful candidates will have a proven success record for managing IT/technical issues, execution of customer solutions, and will have the ability to prioritize and multitask effectively throughout the day.


Shift: 10:00am - 7:00pm Central

Responsibilities

  • 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.

Qualifications

  • 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
  • Working knowledge of iSeries/AS400 systems is a plus
  • 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
  • 1+ years of work experience in technical customer service roles with a customer-facing environment
  • 1+ years of technical troubleshooting experience is preferred
  • Working knowledge of Windows Operating systems
  • Understanding of Windows Server Operating System is preferred
  • Database knowledge preferred


Auction Edge 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

Candidates who live within 60 miles of our Franklin, TN office will be eligible for an additional $3.00 per hour.

Auction Edge offers competitive pay, excellent benefits, a culture of continuous improvement and opportunity for career advancement through continued company growth. Auction Edge is an Equal Opportunity Employer (EOE) and supports diversity in the workplace.Requirements: