Note: The job is a remote job and is open to candidates in USA. Procede Software is a leading provider of enterprise-level Dealer Management Solutions for the heavy-duty truck market. They are seeking a dedicated Support Services Consultant to deliver high-quality support to customers by identifying, analyzing, and resolving technical issues.
Responsibilities
- This position provides effective diagnostic evaluation of customer and end-user needs, and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint
- Provides customers and internal business units with a high level of professional and positive support and service, via a variety of communication channels, including but not limited to, phone, email, and web-based remote-control assistance
- Participates in support coverage, staffing, and afterhours phone rotations, including review and coverage for team office absences
- Provide support queue coverage to ensure timely customer response and uninterrupted service during onsite customer engagements and other operational needs
- Continually builds and fosters customer relationships and engages customers with ongoing contact
- Keeps informed and current on Procede product offerings, integrations, and related technologies
- May be called upon to deliver product training, assist with sales product demonstrations, present material or workshops during conferences or events, support the development and revision of product documentation and training materials, and assist with special projects as assigned
- Provide on-site support during Implementation go-lives to ensure successful transitions and issue resolution
- Shadow on-site engagements to assist customers requiring additional support and reinforce best practices
- Participate in QA and Operational testing to validate new features, updates, and internal process improvements
Skills
- MUST be available to work on a 6 AM – 6 PM PT (Pacific Time) rotation schedule
- Effectively work with Procede Software management, staff, and customers; communicate clearly, concisely and accurately with people, verbally and in writing; practice good time management and organizational skills; strong decision making and problem-solving skills; and exceptional professional behavior
- The ability to communicate technical issues to non-technical users/customers
- Beginner to intermediate knowledge of dealership management systems (DMS), Microsoft Windows, Microsoft Office Suite, and related technologies; experience with MS SQL Server, Crystal Reports, interfaces, conversions, or software installation and troubleshooting is a plus
- Ability to perform numerous tasks and to prioritize efficiently and effectively all assigned tasks
- Must be team oriented and have strong interpersonal skills; be reliable and dependable
- Has professional poise and comfort with leading discussions with client decision makers and end-users
- Takes initiative to seek knowledge utilizing all available resources
- Must be available to participate in a rotating schedule for weekend, after-hours, and holiday support
- Must be available to travel up to 20% of the time to possibly include weekends and holidays; ability to obtain a Real ID for domestic and a passport for international travel, as requested
- Ability to sit at a desk, computer terminal or meeting table for a long period of time
- Ability to use hands and fingers or adaptive equipment to safely operate assigned equipment
- Ability to lift up to 20 lbs
- Ability to use telephone frequently for a long period of time, and to hear and speak clearly by telephone
- Bachelor's degree in Computer Science, Business Administration, or a related field preferred; equivalent work experience may be considered
- Experience within the commercial truck or automotive industry, dealer management systems, system analysis, data processing, or software implementation lifecycle strongly preferred
- Prior experience in a customer-facing supportive or consultative role, preferred
Benefits
- Medical, Dental and Vision
- Paid Time Off (PTO)
- Volunteer Day Off (VDO)
- 14 Paid Holidays
- Lifestyle & Wellness Reimbursement
- Retirement Plan with Company Match
- Work equipment (laptop, monitor(s), keyboard, mouse, etc.)
- Destination office in Solana Beach, CA
- Hybrid work schedule
- Our company encourages and supports career development
- The salary range for this role is $52,000 - $68,500 per year, depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.
- In addition to our comprehensive benefits package, our company encourages and supports career development.
- Our company encourages and supports career development. We are equally invested in our employees’ success and believe in a partnership where individuals can grow professionally.
Company Overview