Technical Support Specialist 1
Auto/Mate Dealership Management Systems - Colonie, NY

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At Auto/Mate Dealership Systems, customer service is our top priority! We are looking for a Tier 1 Technical Support Specialist to join our team. If you have a true passion for customer service and a strong technical base, we will provide training on Auto/Mate Software.

We are looking for team players who can embrace our customer service philosophy to ensure we continue to provide unparalleled customer service!

At Auto/Mate Dealership Systems, we develop world-class Dealership Management Software that is used by more than 900 dealerships across the United States. Auto/Mate ranked #1 in overall customer satisfaction in the most recent National Automobile Dealers Association (NADA) survey and we strive to provide our customers with the best software in the industry.

Job Responsibilities
  • Provide Tier 1 technical support to Auto/Mate Customers over the phone.
  • Provide 1 st level troubleshooting and problem resolution related to computer hardware, software, operating systems, printers, networking equipment, and peripherals.
  • Provide detailed customer documentation in SalesForce CRM.
  • Escalate issues to Tier 2 support as needed.
  • Follow through on escalated issues to ensure problem resolution and customer satisfaction.
  • Provide training to end users on use of hardware, software and networking equipment.
  • Assist with unloading deliveries of computer equipment from vendors.
  • Assist with preparation of computer equipment for distribution to customers.
  • Assist Tier 2 Support Specialists as needed.
Required Skills
  • Superior customer service skills!
  • Associates Degree or related technical training in Computer Science, Information Technology or related area.
  • Educational or professional experience in the following areas:
    • Operating Systems
    • Computer Hardware
    • Networking Equipment
    • Microsoft Windows
    • Microsoft Office
  • Excellent troubleshooting and problem solving skills
  • Ability to work a rotating shift (Between 7:00 AM and 8:00 PM) and rotating after hours support.
  • Superior customer service skills! Yes, we said it twice, it’s that important.
  • Physical - Ability to lift and move computer equipment approx. 25 lbs with or without reasonable accommodations.
Desired Skills
  • Previous experience in a Technical Support role
  • Previous experience with CRM / Trouble Ticketing Software
  • Experience with Red Hat Linux
  • Experience with MS Windows OS
  • Experience with SonicWALL Networking Equipment
  • UNIX and CMD Line Scripting
  • Experience supporting computer peripherals
What We Offer
  • Competitive Hourly Rate. Eligible for overtime.
  • Benefits package including:
    • Medical/Vision Insurance (traditional and High Deductible options available)
    • Dental Insurance
    • Paid Time Off (Vacation, Sick, Holidays and Volunteering)
    • 401K, with company match
    • Life Insurance
    • Voluntary Supplemental Insurance (Dental, Disability, Accident, Cancer/ Heart Attack / Stroke)
  • Tuition Reimbursement
  • Corporate Wellness Program
  • Casual, yet professional work environment (Flip flops? Sure...why not?!)
Auto/Mate is an equal opportunity employer

About this company
Auto/Mate Dealership Systems is a leading provider of dealership management system (DMS) software to retail automotive dealerships,...