Technical Customer Support -Helpdesk- Lee's Summit, MO
XTime - Lees Summit, MO

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It’s an exciting time to work at Xtime (www.xtime.com). 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.
If you want to work for the leading automotive ServiceCRM company… If you enjoy working with people, helping them navigate through the technology maze and have the passion to work in a fast-paced environment then read on…
We are currently seeking a Technical Customer Support person in our Lee’s Summit, MO location. In this role, you will be the main point of contact between the customers and the company when they need assistance beyond the simple stuff. This is a primarily a Tier 1 support position, so you need the ability to troubleshoot technical issues. This means that effective, friendly, and constant communication with the customers and our internal folks is the most important aspect of your role. The ability to communicate clearly and effectively via multiple channels (phone, email, instant messenger) is absolutely critical.
We’re 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. These are some of the tasks you will handle:

  • Handle incoming technical support requests from our customers. We strive to turn them into an Xtime Service CRM advocate even if their technical expertise is lacking a bit.
  • Troubleshoot difficult problems with the customer’s configuration, our software, or other vendor integration points
  • Train new and existing customers in use of our online products, web-based services and resolve issues reported by clients.
  • 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.

Position Requirements:

  • Previous experience in a help dek support role strongly preferred
  • Demonstrated experience with using and troubleshooting web technologies: HTML and CSS are both familiar to you, and you can handle the occasional bits of graphics editing and even some JavaScript.
  • Ability to analyze, troubleshoot and provide evidence of issues related to systems interaction, networking, and application behavior.
  • Experience using tools such as Firebug to troubleshoot website problems is a huge plus.
  • Excellent communication skills and an ability to write effectively, clearly, and using proper grammar.
  • Excellent interpersonal skills and dealing with customers
  • 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.

We offer excellent comprehensive benefits including medical and dental coverage, paid time off, a 401k plan and more. Xtime is a pre-IPO company, and as an employee of this company you will be participating in our stock option plan.

To apply for this role, please submit your resume and compensation requirements with “Tier 1” in the subject line of your email. No phone calls, please.
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About 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. Xtime was recently ranked the 161st Fastest Growing Company in North America on Deloitte’s 2012 Technology Fast 500™.


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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...