Rep, Sr Technical Customer Svc

US-GA-Alpharetta
2 weeks ago(1/11/2018 10:54 AM)
Requisition ID
2018-2904
# of Openings
1
Job Family
Information Technology

Overview

 

Datascan is a provider of wholesale and audit intelligence in the automotive industry.  Datascan’s solutions are the most comprehensive in the industry, providing banks, independent finance companies, and captive financial institutions with clarity critical to their success – helping them manage risk while increasing productivity and profits. All of our solutions are web-based and delivered from our state-of-the-art DataScan-managed data centers.

Job Description

The Technical Customer Service Representative provides audit support and incident resolution to the DataScan clients and field associates. This includes: support of the DataScan audit application, troubleshooting windows based handheld devices, research and resolution of incidents, assisting customers with floorplan audit service challenges, interface files creation and movement, and audit device inventory management.

 

Responsibilities:

  • Research and follow up of incidents created for Support
  • Provide problem resolution and timely updates to clients in accordance with client SLA’s (systems or technology issues)
  • Involvement in client automation changes and resolution of related issues
  • Create and maintain support SOP’s and client related documentation
  • Work with Implementation on client transitions to Support, upgrades coordination and communication.
  • Work with TAMs on the research of issues, follow up, updates and incident tracking
  • Monitor Zendesk’s unassigned queue
  • End of Month coverage coordination, participation and reporting
  • Create and re-image windows based devices using Norton Ghost
  • Use remote assistance software, TeamViewer, to assist auditors with technical issues.
  • Install printers using wireless, wired, and bluetooth technology over the phone
  • Provide over the phone windows and application support for DataScan associates and clients
  • Resolve audit application tickets using SQL and knowledge base documentation
  • Perform other duties as assigned

Job Requirements

Preferred Qualifications:
• Previous Technical application support and automation monitoring experience
• Previous Technical Support and of a SaaS application
• Associate Degree with emphasis in Information Technology, Computer Science or equivalent work experience
• Experience with working in a customer support team
Hours of Operations:
• Regular Support coverage hours are
MondayFriday, 6:00am – 11:00pm

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed