Technical Support Specialist

1 week ago

Atlanta, Georgia, United States AMP Full time

Position Overview:

This role is an IN OFFICE position in Atlanta

You must be able to work in the United States and we cannot provide work visa sponsorship at this time


Company Background:

AMP is a pioneering technology firm dedicated to delivering innovative solutions for car wash operators nationwide. Our offerings encompass advanced software tools, including customized mobile membership applications, administrative dashboards, and kiosks. These technologies empower our clients to harness customer data like never before in the car wash sector. As a Support Engineer, your role will be pivotal in ensuring our clients' success, satisfaction, and enduring partnership with AMP.

Role Responsibilities:

We are on the lookout for a driven, analytical, and customer-focused individual to join our Support Engineering team. In this capacity, you will be tasked with delivering exceptional support to our clients by addressing support inquiries, scrutinizing error logs to troubleshoot issues, and generating customer-facing documentation. You will collaborate closely with our clients, offering tailored support, onboarding assistance, and proactive solutions to maximize their experience with our products.

Join our vibrant team and contribute to a company that prioritizes customer satisfaction and rapid innovation.

Key Duties:

Proactive Customer Support:

  • Act as the main point of contact for client inquiries, issue resolution, and escalation management. Build trust and loyalty among clients while utilizing our applications and supporting systems to deliver outstanding customer service.

Error Troubleshooting:

  • Utilize various systems to identify both known and new error types, resolving issues that affect user experience. Recognize recurring patterns and anomalies, and analyze error codes and messages to determine root causes.

Reporting and Documentation:

  • Keep comprehensive records of error logs, investigations, and resolutions. Develop internal documentation for common error scenarios and share insights with team members to enhance system reliability.

Product Knowledge:

  • Acquire a thorough understanding of our applications and their features. Stay informed about the latest product updates and effectively communicate product functionalities and benefits to clients.

Client Training:

  • Produce and update customer-facing documentation, FAQs, and knowledge base articles to support self-service as new features are introduced.

Collaboration:

  • Maintain regular communication with team members through various channels to ensure effective collaboration and alignment on project goals.

Required Skills:

  • Bachelor's degree
  • 0-2 years of relevant work experience
  • Strong communication abilities
  • Capability to simplify and convey complex information
  • Enthusiasm for problem-solving
  • Exceptional analytical skills and attention to detail
  • Experience in data analysis and presenting insights
  • Self-driven, proactive, and results-oriented
  • Ability to manage multiple priorities under pressure
  • Willingness to learn new concepts and technologies

Preferred Qualifications:

  • Proficiency in Microsoft Excel
  • Experience with analytics tools or languages, such as SQL or Python
  • Familiarity with CRM and customer success software

Additional Perks:

  • Located in a premier tech space
  • Access to a world-class engineering team
  • Engagement in team-building activities
  • Modern workspace and equipment
  • Focus on community service initiatives
  • Complimentary gym access, snacks, and beverages

Benefits:

  • Competitive salary with growth potential
  • Equity opportunities in a rapidly expanding company
  • 401K plan with company matching
  • Comprehensive medical, dental, and vision coverage

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