Customer Support Agent- iDMS

JOB PURPOSE SUMMARY

The position is to oversee a team and daily operations in the iDMS Support Department, managing ‘real time’ work volumes and providing assistance to customers and staff.

ESSENTIAL JOB DUTIES

  • Answer customers’ technical questions and solve problems related to use of FEX, Autostar, or iDMS and related products
  • Use automated phone queue and remote support software
  • Effectively document customer calls and problem resolution using SalesForce
  • Act independently and assume complete ownership of each customer issue until resolved
  • When necessary, collaborate with other resources to resolve issue
  • Contact third party vendors with inquiries and request other technical assistance
  • Work with team members in other departments for needed problem resolutions
  • Use documentation and training tools and provide to customers when needed
  • Provide guidance, leadership, technical consultation and training to other staff on problem resolution, new software releases, and additional features as needed
  • Provide thorough follow-up with customers, team members, and the entire company, when necessary

Job Qualifications

Skills/Requirements

Job Qualifications

Education, Skills & Experience:

  • Experience working in an RDS environment is desired
  • Experience with writing SQL queries is desired
  • Experience providing accounting and/or technical support
  • Excellent problem solving skills are essential, working knowledge of troubleshooting techniques
  • Excellent customer service skills, organizational, interpersonal, and verbal/written communication
  • A comprehensive software background is preferred, hardware and systems understanding very
  • helpful
  • Good presentation and training skills are desired
  • Must be able to deal effectively with antagonistic situations, using interpersonal skills to defuse escalated situations
  • Knowledge and experience with similar software products, the auto and auto finance industries and
  • related technology is desired
  • Bilingual (Spanish and English) is a plus

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