Technical Support Specialist
3 weeks ago
Join National Credit Center, a leader in providing cutting-edge software solutions for the automotive industry, as a Technical Support Specialist. In this role, you will work primarily via phone and email to resolve technical issues for PMUL, Stack, PCE, and NC4 customers, ensuring users can log into their authorized systems.
Key Responsibilities:- Work to quickly answer, document, and resolve all technical-related issues as they are received via voicemail, website support requests, and email.
- Document all support requests in Sales Force.
- Escalate issues to the next tier when necessary, following the corporate issues escalation policy.
- Set up and maintain email accounts (standard and bulk) as required for customers on ProMax-hosted services.
- Provide password support to ProMax customers per policy.
- Work to resolve the customer's issue on the first contact and minimize the need for callbacks or escalation.
- Ensure that ProMax products are compatible with the latest Windows versions, including Service Packs.
- (3) Three years of experience in a customer-facing role with at least 1-2 years of experience within a similar role at a SaaS company.
- Demonstrated ability to work in Excel and Word.
- Experience in Windows OS, iOS, and Android OS.
- Basic understanding of networking and software protocols: TCP/IP, DNS, SMTP, IMAP/POP3.
- Basic knowledge of internet browser settings and configurations: Chrome, Firefox, Safari, Edge.
- Must be able to communicate effectively, both verbally and in writing, by telephone.
- Talented in building rapport, identifying the customer's needs, and building client relationships.
- Ability to effectively identify and define issues for escalation when required.
- Hourly Pay at $21-$22 per hour.
- Unlimited PTO.
- Comprehensive benefits package, including health, dental, and vision insurance.
- 401(k) plan with company match.
- Professional development opportunities and continuous training.
- A supportive and dynamic work environment with opportunities for growth and advancement.
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