Tier 2 Technical Support Specialist
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 Tier 2 Technical Support Specialist.

Position Description:
The Tier 2 support specialist is the main point of contact between our customers and the company when they need assistance beyond the simple stuff. The ability to communicate clearly and effectively via multiple channels (phone, email, instant messenger) is absolutely critical in this job.

Primary responsibility of this role is to help 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 include:
Handle incoming technical support requests from customers

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.

Required skills:
Ability to work with customers who may not have deep technical skills or tools within the dealership 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.

Must have excellent communication skills and an ability to write effectively and clearly

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

Having a working knowledge of HTML is preferred, as is occasional graphics editing.

Excellent interpersonal skills

Some basic working knowledge of JavaScript and XML would be a plus

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.

Xtime - 23 months ago - save job - copy to clipboard
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About this company
Xtime is the leading retention solution for the retail automotive industry. The Xtime Retention System delivers a premium customer...