Technical Support Representative

Summary

Join Affinitiv's award-winning A-Team as a Technical Support Representative! We're the leading provider of data-driven marketing and software solutions for the automotive industry. This role requires 2+ years of customer service experience with a technical background, supporting end-users on web-based software. You'll troubleshoot issues, prioritize tickets, and train users. Excellent communication and problem-solving skills are essential. Affinitiv offers a flexible Work from Here program and a comprehensive benefits package including medical, dental, vision, 401k, and generous PTO.

Requirements

• 2+ years of high-level technical support in a Windows environment
• 2+ years technical experience with computer software, including the installation and configuration of Windows programs
• Knowledge of Windows Server operating system architecture and security
• Excellent Customer Support and Technical skills
• Excellent troubleshooting skills
• Ability to communicate clearly both verbally and in writing
• Must be well-organized and detail-oriented
• Excellent people skills and the ability to work with a wide range of people
• Ability to maintain composure and function well under pressure

Responsibilities

• Support business customers on our proprietary software to identify service-related needs and offer the most appropriate solutions providing world-class customer service
• Proactively stay up to date with all the latest technologies concerning our products and the underlying technologies
• Recognize and escalate difficult technical/business issues within the organization
• Work with support and/or product development personnel to troubleshoot and work around product issues
• Prioritize and organize customer ticket workload
• Ability to professionally interact with the end user to train and work with them to meet new requirements and needs via email, phone and ticketing system
• Ability to handle high volume tickets and calls while maintaining an up-to-date backlog of actively working tickets

Preferred Qualifications

• Experience providing in-person Windows and Mac support, as well as mobile device support (iOS, Android and Windows based devices)
• Experience working with Zendesk
• Knowledge of the car dealership industry

Benefits

• Medical
• Dental
• Vision
• 401K
• Generous PTO
• Remote work and the utmost flexibility