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
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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