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Technical Support Specialist

DataOne Software

This is a Full-time position in Beverly, MA posted February 18, 2021.

nn DataOne Software is a leading vehicle data and software solutions provider for U.S.

and Canadian automotive markets.

Our passion is building data products and solutions to support the next level technology that moves the industry forward.

We are seeking to hire a talented and enthusiastic Technical Support Specialist to join our onsite team in Beverly, MA.

nn nn n nn nnDo you enjoy working with people and helping them succeed?

Are you a fast learner, highly motivated to take on challenges and solve problems?

Are you a proactive communicator and confident facilitator?

Are you naturally curious and excited to learn new technologies?

If so, we’d love to talk to you!

nn nn n nn nnThe person that will excel in this role will be a positive team player, customer-focused, highly detailed, a great communicator, and have exceptional troubleshooting abilities.

They should be comfortable working in a fast-paced team environment, be interested in data and technology (especially relational databases and APIs), and have the drive to dig into details to solve customer problems.

This position provides an excellent opportunity for personal growth and career development.

nn nn n nn nn Overview nn nn n nn nnThe Technical Customer Support Specialist is required to progressively gain advanced, expert knowledge of our products, solutions, and related technologies in order to use that expertise to provide extraordinary customer service.

The role will be responsible for providing inbound and outbound written and verbal technical customer support through all stages of the customer lifecycle, which includes assisting customers with implementing our growing set of products, recording and tracking support status, providing proactive diagnostic problem-solving, and coordinating internal and external resources necessary to resolve outstanding customer requests.

nn nn n nn nn **Must be able to onboard and work remotely until office reopens, then the position will be required on-site in Beverly, MA during scheduled working hours** nn nn n nn nn Responsibilities nn Provide excellent service to our customers via phone, email, and internal ticketing tools Research, troubleshoot, and complete all activities to resolve support issues Take ownership to facilitate and coordinate externally and internally as needed to achieve issue resolution Create effective communications and accurately document all activities in ticketing system regarding customer issues Assist to identify and implement changes that improve effectiveness and efficiency of support Proactively expand knowledge of current products, features, and related technology, increasing the ability to efficiently resolve requests Update self-help and internal knowledge bases as applicable Develop the knowledge and skills needed to resolve low and moderately complex technical customer requests and questions independently Demonstrate progress in handling complex customer issues over time nn n nn nn Basic Qualifications nn 2+ years of professional experience preferably in a role focused on customer, team and/ or project success.

A positive attitude with a strong work ethic and proven ability to perform at a high level in a fast-paced team environment Strong customer-facing service and active listening skills including ability to confidently facilitate and resolve issues in a stressful situation and demonstrate personal resilience Demonstrated ability to quickly build trust and credibility in every customer interaction and respond to customers in a mindful and empathetic manner Exceptional written and verbal communication skills with versatility to customize approach to meet varied types of communication styles and personalities Demonstrated tenacity and aptitude for problem solving and analytical thinking Adaptable and flexible
– enjoys doing work that requires frequent shifts in direction and can balance multiple priorities with a sense of urgency Proactive and takes ownership, able to work and learn independently Organized with strong attention to detail, follow up skills, and desire to maintain high-quality standards Proficiency in Microsoft Office and Google Suite.

Knowledge of Salesforce (or other CRM) and Zendesk (or other ticketing platforms) a plus.

Automotive industry, product-related technologies (relational databases / APIs), and previous experience supporting a technical software or data product / SaaS a plus nn n nn nn Education nn Bachelors’ degree or an equivalent combination of training and relevant work experience nn n nn nnThis position has excellent growth opportunities, competitive earnings, and a comprehensive benefits package including a generous 401(k).

nn nn n nn nnDominion Enterprises is an equal opportunity employer and supports a diverse workforce.

We require drug testing and a criminal background check for this position.nn nn n nn nn Schedule nn nn9a
– 5p Monday through Friday.