Technical Support/ Helpdesk

We are looking for a superstar who will fill a key role on our help desk, PremierCare, by owning the end-to-end case management of technical issues for Retailing tool: SmartPath. SmartPath is a developed solution that allows customers and dealers to seamlessly navigate vehicle deals both online and in-store. The agent will be responsible for a variety of tasks that will help us resolve technical issues while providing Best-In-Class support to our dealers. Job Responsibilities:

• Take end-to-end case ownership of incidents submitted to PremierCare
• Receive calls, emails, or chats submitted by dealers or internal team members
• Maintain knowledge of Incident Management Ticketing System to submit and process incidents effectively
• Use Knowledge Base articles to effectively troubleshoot and advise customers on appropriate actions
• Triage tickets and ensure all required information is collected before passing to specialized support teams
• Escalate incidents requiring urgent attention
• Follow outlined PremierCare procedures that include logging all interactions, following up with incident submitter, and confirming completeness of resolution
• Stay current with new product features and updates by attending daily syncs
• Manage ticket queue and inform management of recurring problems
• Participate in required on-site training and visit to a dealership
• Provide calm conflict resolution and problem solving for frustrated customers

• Bachelor's degree in Business Administration, Information Systems, or similar field or prior Service Desk work experience
• Professional demeanor with strong written and verbal communication skills
• Customer-service oriented with ability to handle a call while conducting research
• Attention-to-detail and willingness to learn
• Proficient with Microsoft Office products
• Works well in a team-based environment with a mindset of achieving a common goal
• Excited about providing best-in-class customer service in a cutting-edge industry

• Related experience in troubleshooting and providing help desk support
• Experience researching, analyzing, and interpreting automated system problems
• Familiarity with an existing ticketing system (CRM)

• Participate in OrangePeople monthly team meetings, and participate in team-building efforts.
• Contribute to OrangePeople technical discussions, peer reviews, etc.
• Contribute content and collaborate via the OrangePeople-Wiki/Knowledge Base.
• Provide status reports to OrangePeople Account Management as requested.