Senior Technical Support Specialist

1 week ago

Detroit, Michigan, United States Fleet Cost & Care Full time
About Fleet Cost & Care

Fleet Cost & Care is a leading provider of software, training, and support solutions for the fleet management industry. With over 30 years of experience, we have established ourselves as a trusted partner for companies in the construction, crane, rigging, equipment dealership, and equipment rental industries.

Job Summary

We are seeking a highly skilled Senior Technical Support Analyst to join our in-house support team. As a key member of our team, you will be responsible for providing advanced technical support to our customers, both external and internal. This role requires a strong technical background, excellent communication skills, and the ability to work effectively in a team environment.

Key Responsibilities
  • Respond to customer support calls, questions, and emails, providing advanced technical support and resolving complex issues.
  • Create, document, and track support cases, following defined case management procedures.
  • Diagnose and resolve issues, determining root cause and implementing effective solutions.
  • Work with customers to verify and identify the nature of software issues, providing timely and effective support.
  • Escalate issues when necessary, keeping customers informed of status and progress.
  • Provide advanced support for product updates, ensuring seamless integration and minimal disruption to customers.
  • Prioritize customer issues, helping the development and management teams focus on the right things at the right time.
  • Work with third-party vendors to resolve issues involving multiple systems.
  • Document procedures, standards, best practices, configuration settings, and other items as needed or requested.
  • Recommend changes or updates to product and training documentation.
  • Assist in product testing for bug fixes, enhancements, or general product releases.
  • Develop content for the support website.
  • Assist the product development team in incorporating ideas into new designs and providing insight into known customer issues.
  • Provide task-specific end-user training as needed.
Requirements
  • Technical prowess, with expertise in system architecture, integration, and client/server to Web and SaaS technologies.
  • SQL Server skills, with the ability to use various SQL database tools to identify database and data issues, fix data errors, write and run SQL scripts, etc.
  • Excellent communication skills, with the ability to communicate in a professional and personable manner.
  • Team player, with the ability to work effectively in a team environment.
  • Strong analytical, problem-solving, and organizational skills, with the ability to serve as a key member of the support team and a core system expert.
  • Industry knowledge, with experience in fleet management in the construction, crane, rigging, equipment dealership, and equipment rental industries.
  • Microsoft Power BI, Salesforce, Jira, and Bitbucket skills, with the ability to work with these systems and tools.
  • C#,.NET, Visual Basic, Visual Studio, XCode, Android Studio, Crystal Reports, and Telerik Control Suite skills, with the ability to work with these technologies.
  • Accounting systems familiarity, with the ability to work with various accounting systems and interfaces.
What We Offer

Fleet Cost & Care offers a competitive salary package, including medical and other benefits, an employee incentive scheme, free onsite parking, and the opportunity to be involved in exciting sponsorships like Indycar. Overtime hours are often available, and there is an opportunity to travel to support clients and projects.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced technical professional looking for a new challenge, please submit your application to tashdown@fleetcostcare.com.

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