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Technical Support Associate

2 months ago

South Jordan, United States LanceSoft Full time
Work Location: South Jordan, UT (Hybrid)
Pay: $19/ hour

Our Associate Technical Support Analysts provide primary support to our customers who encounter issues while using Dealership Management Software (DMS). The day-to-day responsibilities include assisting customers with "how to" questions within our software and offering technical support for bugs or break/fix inquiries. Our Associates have excellent customer service skills and can communicate clearly and efficiently over the phone, email, or live chat. Our Associates take ownership of each customer issue and work with the team to find resolutions for our customers.

This role provides an opportunity to be part of an inclusive team and have continuous opportunities to enhance your skills and move up within our company. Simply stated, we love to reward associates who work hard and aren't afraid to show how productive they can be. This is the place to begin a career that can take you anywhere

Associate Responsibilities and Job Functions:
  • Receive training and learn to master the core principles of the company Software
  • Ability to collaborate with team members to resolve issues
  • Field inbound client interactions: over the phone, e-mail, live chats, and tickets
  • Create detailed case logs by recording information in our ticketing system
  • Establish trust with our customers by meeting our goals for resolution time, following up on issues, and escalating complex issues to Tier 2 Associates
  • Troubleshoot software issues and physical hardware within the company DMS
  • Direct and help customers through the resolution of technical issues

We strive for the success of our associates; you will succeed as you:
  • Learn to be proficient with the operation of a PC specifically in a Windows OS environment, and the DMS (Dealer Management System) Software
  • Have an eagerness to learn and absorb information
  • Communicate clearly and honestly with your team and customers (verbal and written communication)
  • Think through issues you have never seen before and quickly resolve them
  • Have a positive attitude and can receive and offer constructive feedback
  • Follow attendance guidelines

It's a bonus if you've done these, but not a requirement:
  • Any previous Customer Service experience
  • Experience operating computers, and learning new computer software
  • Experience taking notes and summarizing conversations
  • Basic knowledge of SQL
  • If you have ever spent time in a recreational dealership