Service Desk Support and Onboarding Specialist

4 months ago

Tulsa, United States MTN Automotive Training Systems Full time

For over 60 years now the Nelson family has been a part of automotive retail. As a dealership group, the Nelson family continues to see growth and loyalty among their customers and employees because of our commitment to create an unparalleled business culture and consumer experience. We are convinced that we set ourselves apart by giving every customer and every employee the treatment they deserve.

Job Summary:

We are seeking a versatile and customer-focused Support Desk Support and Onboarding Specialist to join our team. This role is crucial in providing technical support and ensuring a smooth onboarding process for customers using our Software-as-a-Service (SaaS) product. The ideal candidate is tech-savvy, possesses excellent communication skills, and is eager to take on additional tasks as needed to support our growing business.

Key Responsibilities:

Service Desk Support:

  • Provide first-level technical support to customers using our SaaS product via phone, email, and chat.

  • Diagnose and troubleshoot software-related issues, escalating complex problems to higher-level support when necessary.

  • Document and track support requests, resolutions, and follow-up actions in the ticketing system, ensuring issues are resolved in a timely manner to meet service level agreements (SLAs).

  • Maintain a deep understanding of our SaaS offerings to assist customers effectively and proactively identify potential issues.

  • Collaborate with other teams, including development, product, and customer success, to resolve customer issues and improve the user experience.

Onboarding Support:

  • Guide new customers through the onboarding process, ensuring they are set up for success with our SaaS product.

  • Conduct product training sessions and provide resources to help customers effectively use our software.

  • Assist customers with account setup, configuration, and initial troubleshooting to ensure a smooth start.

  • Gather feedback from new customers to identify areas for improvement in the onboarding process and relay insights to the product team.

  • Work closely with the sales and account management teams to ensure a seamless transition from sale to onboarding.

  • Create and maintain onboarding documentation and resources for both internal use and customer reference.

Additional Responsibilities:

  • Participate in the development and improvement of support processes and tools.

  • Assist in creating and updating knowledge base articles and other support documentation.

  • Contribute to special projects, including product testing, process optimization, and customer feedback initiatives.

  • Stay current with industry trends, best practices, and new features of our SaaS product to better assist customers and provide input on product development.

  • Participate in quality assurance processes, including testing new releases and logging issues.

  • Create educational materials for dealerships and end customers on using the platform.

  • Monitor and manage customer data, ensuring compliance with privacy regulations and internal policies.

  • Support software updates and patches, communicating changes and potential impacts to users.

  • Collect and analyze data on user behavior, product usage, and support interactions to inform decision-making.

  • Ensure that all customer interactions and data handling comply with relevant legal and regulatory requirements.

  • Participate in risk assessments and contribute to the development of mitigation strategies for potential product and service risks.

Qualifications:

  • Education: Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience).

  • Experience:

    • 1-3 years of experience in a support desk, technical support, or customer service role, preferably within a SaaS environment.

    • Experience in technical desk support, customer onboarding, training, or account management is a plus.

    • Ability to work independently or cooperatively

  • Technical Skills:

    • Experience with Jira for issue tracking, CRM tools, Notion for documentation, BigQuery for data analysis and query optimization, and knowledge base management tools. 

    • Proficiency in supporting web-based applications and common operating systems (e.g., Windows, macOS).

    • Familiarity with cloud-based software, networking concepts, and troubleshooting.

    • Extensive experience in advanced Excel functions, including data analysis, pivot tables, and complex formulas, is required.

  • Communication Skills:

    • Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

    • A customer-first mindset, with the ability to handle difficult situations professionally and empathetically.

  • Problem-Solving: Excellent analytical and troubleshooting skills with a proactive approach to resolving issues.

  • Adaptability:

    • Ability to quickly learn new technologies and adapt to changing business needs.

    • Willingness to take on additional tasks and responsibilities as needed to support the team and company goals.

Key Competencies:

  • Attention to Detail: Ensure all customer interactions and issues are documented accurately.

  • Teamwork: Collaborate effectively with various teams to ensure customer satisfaction and product improvements.

  • Flexibility: Open to taking on new challenges and tasks outside the standard scope of the role.

  • Time Management: Prioritize and manage multiple tasks efficiently in a fast-paced environment.

We offer Excellent Compensation Packages:

We offer our team an excellent benefits package including medical, dental, vision and flex spending options We have a very competitive 401k plan with company matching contributions We offer paid training

Nelson Auto Group is an Equal Opportunity Employer

We are an equal opportunity employer and prohibit discrimination/harassment withoutregard to race, color, religion, age, sex, national origin, disability status, genetics, protectedveteran status, sexual orientation, gender identity or expression, or any other characteristicprotected by federal, state or local laws.

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