Job Description
OVERVIEW:
Advent Resources is a software company with over 30 years in the industry offering sales, inventory and customer management platforms used by some of the largest car dealerships in the country! We are looking for hardworking individuals who are eager, self-driven learners with great analytical and critical thinking skills. If you enjoy troubleshooting, helping people and working diligently towards a resolution, this job is for you!
POSITION DETAILS:
The General Software team provides support for four key components of the Advent software: Reports, Finance & Inventory, CRM, and Parts & Service. As a General Software team member, you will interact daily with dealership staff and assist them during the development and install process of their new dealership software. Post installs, you will continue servicing our clients and helping them work through general software issues and requests via phone calls and our email ticketing system.
Some of your responsibilities would include troubleshooting any technical issues reported, configuring settings on behalf of the dealer, and providing instructions on key aspects of the software when needed, along with ability to translate issues and troubleshooting efforts into detailed documentation. Below are more responsibilities of this position.
MAIN RESPONSIBILITIES:
Engage in critical and confidential support interactions which pertain but are not limited to the Finance & Inventory tool and the overall usage and functionality of the software.
Provide excellent software support to our customers via phone calls and manage tickets in Jira Service Desk, keeping users informed about their ticket status.
Communicate effectively, provide empathy for the customer, as well as build and maintain positive relationships.
Ability to understand a customer’s request/issue and patiently guide customers through steps to resolve issues.
Communicate with internal teams and clients alike by addressing tickets, emails, chat notifications and SLAs promptly.
Create reports for dealers, make custom changes to existing reports, and troubleshoot issues and/or reported inaccuracies among other general software support functions.
QUALIFICATIONS AND SKILLS:
Automotive Dealership experience is a plus!
Must be able to complete complex tickets with minimal supervision.
Customer service experience.
Possess excellent communication and analytical skills.
Strong analytical and effective problem-solving skills.
Works well both with a team and independently.
Prior knowledge using ticketing systems is also a plus!