Job Information
National Credit Center Technical Support Specialist in Bettendorf, Iowa
Who We Are:
National Credit Center/Promax is a leader in providing cutting-edge software solutions for the automotive industry. Our National Credit Center and Promax software help dealerships streamline their operations, enhance their finance and insurance (F&I) processes, and drive profitability.
OVERVIEW:
The Technical Support Specialist is a Dealer Marketing Services Technical Support staff member. This staff member will work primarily via phone and email to resolve the technical issues of PMUL, Stack, PCE, and NC4 customers and ensure users can log into their authorized systems. The Support Technician will work to quickly take in, document, and resolve customer issues and serve warnings to other IT Staff when larger issues occur. Additional duties may be required in support of other departments as needed.
What You’ll Do:
Work to quickly answer, document, and resolve all technical-related issues as they are received via voicemail, website support requests, and email. This includes hardware support for printers, scanners, and signature pads.
Document all support requests in Sales Force.
Escalate issues to the next tier when necessary, following the corporate issues escalation policy.
Set up and maintain email accounts (standard and bulk) as required for customers on ProMax-hosted services.
Provide password support to ProMax customers per policy.
Work to resolve the customer’s issue on the first contact and minimize the need for callbacks or escalation.
Ensure that ProMax products are compatible with the latest Windows versions, including Service Packs.
What You’ll Have:
(3) Three years of experience in a customer-facing role with at least 1-2 years of experience within a similar role at a SaaS company.
Demonstrated ability to work in Excel and Word
Experience in Windows OS, iOS, and Android OS
Basic understanding of networking and software protocols: TCP/IP, DNS, SMTP, IMAP/POP3
Basic knowledge of internet browser settings and configurations: Chrome, Firefox, Safari, Edge.
Must be able to communicate effectively, both verbally and in writing, by telephone
Talented in building rapport, identifying the customer’s needs, and building client relationships
Ability to effectively identify and define issues for escalation when required
What We Offer:
Competitive pay
Unlimited PTO
Comprehensive benefits package, including health, dental, and vision insurance.
401(k) plan with company match.
Professional development opportunities and continuous training
A supportive and dynamic work environment with opportunities for growth and advancement.
Hiring Timeline:
Phone Screen
On-Site Interview with Hiring Manager
Final Interview with Senior Leadership
Offer
We are an equal employment opportunity employer and a drug-free workplace .
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