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 must have 2+ years of high-level technical support experience in a Windows environment and 2+ years of technical experience with computer software, including installation and configuration of Windows programs. Experience providing in-person Windows and Mac support, as well as mobile device support (iOS, Android, and Windows-based devices) is preferred. Knowledge of Windows Server operating system architecture and security, and experience working with Zendesk are also preferred. Familiarity with the car dealership industry, excellent customer support and technical skills, strong troubleshooting abilities, clear verbal and written communication, good organization, detail-orientation, excellent people skills, and the ability to work with diverse individuals are essential. The role also requires the ability to maintain composure and perform well under pressure.

Responsibilities

The Technical Support Representative will support business customers on proprietary software to identify service needs and provide appropriate solutions with excellent customer service. They will stay current with product technologies, recognize and escalate complex technical or business issues, and collaborate with support and product development teams to troubleshoot product issues. This role involves prioritizing and organizing customer ticket workloads, professionally training end-users via email, phone, and ticketing systems, and managing a high volume of tickets and calls while maintaining an up-to-date backlog.

Skills

Technical Support

Customer Service

Software Support

Windows

Email Support

Phone Support

Ticketing Systems

Troubleshooting

Product Knowledge

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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