Service Desk Support and Onboarding Specialist

2 weeks ago

Tulsa, Oklahoma, United States MTN Automotive Training Systems Full time
Job Summary

We are seeking a highly skilled and customer-focused Support Desk Support and Onboarding Specialist to join our team at MTN Automotive Training Systems. This role is crucial in providing technical support and ensuring a smooth onboarding process for customers using our Software-as-a-Service (SaaS) product.

Key Responsibilities:
  • Service Desk Support: Provide first-level technical support to customers via phone, email, and chat, diagnosing and troubleshooting software-related issues, escalating complex problems to higher-level support when necessary.
  • Onboarding Support: Guide new customers through the onboarding process, ensuring they are set up for success with our SaaS product, conducting product training sessions, and providing resources to help customers effectively use our software.
  • 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, and contribute to special projects, including product testing, process optimization, and customer feedback initiatives.
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.
  • 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.
  • Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
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 an excellent benefits package, including medical, dental, vision, and flex spending options, a competitive 401k plan with company matching contributions, and paid training.

MTN Automotive Training Systems is an Equal Opportunity Employer.

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