Technical Support Representative

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, SoftwareIndustries

Requirements

Candidates should have 2 years of experience in customer service with a technical background, including 2+ years of high-level technical support in a Windows environment and technical experience with computer software, installation, and configuration. Experience with in-person Windows and Mac support, mobile device support (iOS, Android, Windows), Zendesk, and the car dealership industry is preferred. Strong knowledge of Windows Server operating system architecture and security is required, along with excellent customer support, technical, troubleshooting, communication, organizational, and people skills. The ability to function well under pressure is also necessary.

Responsibilities

The Technical Support Representative will support business customers on proprietary software to identify service needs and offer solutions, providing world-class customer service. They will stay updated on product technologies, recognize and escalate technical/business issues, troubleshoot product issues with support and development teams, and manage customer ticket workload. Responsibilities also include professionally training end-users via email, phone, and ticketing systems, and handling a high volume of tickets and calls while maintaining an up-to-date backlog.

Skills

Technical Support

Customer Service

Software Support

Web-based Software

Troubleshooting

Email Support

Phone Support

Ticketing Systems

Windows

Affinitiv

Data-driven solutions for automotive customer engagement

About Affinitiv

Affinitiv offers integrated, data-driven solutions for the automotive industry, focusing on enhancing the customer lifecycle from initial engagement to long-term loyalty. They work closely with clients like OEMs, dealerships, and service centers to create personalized strategies that improve customer engagement and retention. Their tools help automotive businesses maximize sales conversions and track marketing metrics, generating revenue through subscription fees and consulting services. The goal is to enable clients to stay connected with customers and drive growth through improved experiences.

Chicago, IllinoisHeadquarters

2016Year Founded

GROWTH_EQUITY_VCCompany Stage

Automotive & Transportation, Enterprise SoftwareIndustries

201-500Employees

Benefits

Work from Here - Our work from here policy allows for remote working and gives team members a choice to collaborate in person as leaders can hold meetings on campus.

Medical, Dental, & Vision Insurance - Health benefits at Affinitiv begin your first day of employment. There is no waiting period. Optional insurance for your furry family members available.

Generous PTO, 9 paid holidays, 8 hours of VTO - Affinitiv offers annual PTO, plus 9 paid holidays, and 8 hours of Volunteer Time Off (VTO).

Professional Development - We believe in growing our organization through our people. Highlights of our growing professional development program include a leadership development training series open to all employees and a true feedback culture.

Flexible Spending Accounts - Company matching HSA plan as well as flexible spending on dependent care. For selected plans Affinitiv provides an annual HSA match of $500 for individuals and $1000 for family plans.

401(k) - Work hard, play hard, plan hard. Affinitiv matches 50% up to 6%. There is no waiting period to get started.

Risks

Increased competition from companies like Dealer-Pay and Dealertrack in payment solutions.

New executive appointments may disrupt existing client relationships or internal processes.

Adapting marketing strategies for emerging EV demographics may pose challenges.

Differentiation

Affinitiv offers end-to-end solutions for the entire automotive customer lifecycle.

The company provides data-driven, integrated solutions tailored specifically for the automotive industry.

Affinitiv's Tech Video enhances transparency in service interactions with high-definition video technology.

Upsides

Appointment of Andy Byrne as CRO signals strategic focus on revenue growth.

Recognition with 2023 AWA 'Rising Star' Award highlights innovation in video technology.

Growing EV market offers opportunities for targeted marketing strategies.

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