Technical Support Specialist, 2nd Shift

3 weeks ago


Syracuse, United States CareerBuilder Full time

Description
Reports to
Manager, Technical Support
This position is 2nd shift, with a start time of 11am-12pm EST.
Key Partnerships
External customers, Sales, Customer Success, Support, and Product teams
Mission & Vision
We transform how vehicle sellers engage, educate, and interact with shoppers across the entire customer journey, by harnessing the power of digital technology and data. We deliver the worlds most engaging customer experiences for vehicle seller of every type and size.
Job Summary
Impel is looking for a Support Specialist to join our team in Syracuse and help us take our products and services to the next level. We appreciate team players with a track record of published projects and experience on a wide range of technologies. You will have an opportunity to work on interesting AI projects in a highly mission-driven team with diverse skill sets and interesting personalities. You will work on very challenging projects that require a mix of coding skills, domain knowledge, research, little math, and some humor.
Our Values
Relationships

We are dedicated to transparency, open communication and building trust that lasts beyond a transaction.
Grit

We approach every activity and opportunity with tenacity and tireless execution.
Results

We achieve success for our partners and take personal accountability for everything we do.
Energy

We never settle, we constantly seek out new ideas with ambition and enthusiasm.
Inventiveness

We lead with curiosity, which drives us towards continuous learning and innovation.
Passion

We share an entrepreneurial spirit that inspires us to go above and beyond everything we do.
Requirements
Responsibilities
Provide support for inbound calls, emails, and tickets from end users regarding technical issues and inquiries
Provide accurate incident resolution and service request management
Ability to successfully work independently and as a productive member of a team
Identifying and escalating issues as needed to other teams or senior staff members
Contributing to the development of training materials and documentation to support customers
Staying up-to-date with product developments and changes to ensure accurate information is provided to customers.
Troubleshooting software and hardware issues on Impel products.
Back-end technical setup and configuration of customers Impel tools
User onboarding and off-boarding
Document and maintain the team's standard operating procedures to ensure consistent, efficient, and accurate closing of common incidents and service requests.
Act as a Support/Setup Liaison for the Customer Success and Sales teams.
Requirements
Effectively work cross-functionally and with a wide range of people with different skill sets
Excellent organizational, interpersonal, and communication (written and verbal) skills
Exceptional time management skills with the ability to handle maniple projects simultaneously
Ability to work in a fast-paced environment while solving problems quickly and creatively
Proficient in AWS
Positive, customer-first attitude
Ability to learn quickly and adapt to change
One-year relevant Customer Service experience preferred
Bachelor's Degree from an accredited college or university or equivalent experience
Good analytical and problem-solving abilities
Must be a team player with excellent communication and problem-solving skills

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