Tier 2 Technical Support Specialist - TJ / 1824848

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our team. In this role, you will provide Tier 2 technical application support to customers, primarily via telephone, while also supporting email and live chat inquiries. You will be responsible for troubleshooting complex functional and software issues, ensuring accurate resolutions, and maintaining high customer satisfaction standards.

Responsibilities

Tier 2 Application Support: Provide advanced technical and functional support for proprietary dealership software, addressing complex accounting and system-related inquiries.

• Customer Interaction: Assist customers via telephone, email, and live chat while maintaining professionalism and strong service standards.
• Issue Troubleshooting: Diagnose and resolve software and basic hardware issues, ensuring minimal disruption to customer operations.
• Ticket Management: Open, prioritize, document, and close tickets using the support ticketing system, ensuring accurate and timely updates.
• Escalation Handling: Identify recurring or critical product issues and escalate them appropriately to the Team Lead or relevant internal teams.
• KPI Achievement: Meet or exceed performance metrics including ticket closure rates, average resolution time, and customer satisfaction targets (80%+ positive rating).
• After-Hours Support: Handle after-hours inquiries as required to support business continuity.
• Knowledgebase Maintenance: Contribute to and maintain up-to-date documentation and knowledgebase resources to improve support efficiency.
• Technical Support Experience: Minimum 1–2 years of experience in a software or technical support role, utilizing ticketing systems and knowledge bases.
• Accounting Knowledge: Basic ERP accounting knowledge including Accounts Receivable (AR), Accounts Payable (AP), and General Ledger (GL).
• Accounting Systems Exposure: Experience working with accounting platforms such as QuickBooks or similar systems.
• Analytical Skills: Strong analytical thinking and problem-solving capabilities with attention to detail.
• Customer Service Excellence: Professional, polite, and customer-focused approach in all interactions.
• Communication Skills: Outstanding verbal and written English communication skills.
• Technical Proficiency: Strong working knowledge of Microsoft Office Suite.
• Education: Bachelor’s degree or equivalent experience (preference for Accounting or Business Management background).
• SQL & Database Knowledge: Familiarity with data and database management systems, including basic SQL skills.
• Cloud & On-Premise Exposure: Understanding of both on-premise and cloud-based software environments.
• Operating Systems Knowledge: Working knowledge of Windows OS and basic hardware troubleshooting.
• International Exposure: Experience living or studying in North America or the U.K. (optional).
• Proactive & Adaptable: Quick learner with the ability to thrive in a structured, KPI-driven support environment.