Technical Support Specialist (Bilingual)
Xtime - Lee's Summit, MO

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It's an exciting time to work at Xtime. Every day consumers and automotive dealers connect with each other using our software. Whether it's scheduling service appointments through a variety of devices (web, mobile phone, in-vehicle), looking up the repair history for your vehicle, or finding prices or promotions for repairs and maintenance, our ServiceCRM product has not only revolutionized the way people look for repair and maintenance services, but is also transforming how consumers, dealers, and manufacturers interact. Xtime is leading that transformation.

We are seeking a Technical Support Specialist to work in our Lee’s Summit, MO office.

Position Description:
The Technical Support Specialist (bilingual) will be the main point of contact between our French speaking customers and the company when they need assistance beyond the simple stuff. This is a primarily a Tier 2 support position. This means that effective, friendly, and constant communication with the customers and our internal folks are the most important aspect of this role. The ability to communicate clearly and effectively via multiple channels (phone, email, instant messenger) is absolutely critical.

Xtime is bringing up new dealers every day to use our service scheduling software. Your job is to help these new clients on "every Xtime issue". These may range from issues with Client's PC / network to training client on intricacy of our software to resolving issues with new products. Our aim is to satisfy every client and help them realize maximum return on their investment with us.

Responsibilities:
Handle incoming technical support requests from our customers. We strive to turn them into an Xtime ServiceCRM advocates

Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points

Provide one-on-one training to new and existing customers as needed while working on Support tickets

Identify /resolve issues that prevent users from utilizing our software to its maximum capability

Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status.

Must have excellent communication skills and an ability to write effectively, clearly, and using proper grammar.

Required skills :
Working knowledge of HTML is a plus, with graphics editing.

Fluent in French both written and oral.

Excellent interpersonal skills and dealing with customers

Ability to work with customers who may not have deep technical skills or tools within the dealerships to help understand/resolve problems

Experience supporting online products and services

Using all tools available (phone, email, web meetings, remote desktop tools) to solve customer issues.

Ability to analyze, troubleshoot and provide evidence of issues related to systems interaction, networking, and application behavior

Some basic working knowledge of JavaScript and XML

Experience using tools such as Firebug to troubleshoot website problems is a huge plus

Xtime is the leading provider of hosted Customer Relationship Management (CRM) software for automotive service departments in North America. Xtime has enrolled over 4,500 dealerships since the launch of its ServiceCRM platform and is the preferred provider for many of the leading global automotive manufacturers, including Lexus, BMW, Infiniti, Nissan, Mercedes, VW, Audi, Toyota, and Hyundai.