Xtime Tier 1 Support Specialist Full Time in Ontario

Overview

Xtime

Branch ON CA

Position:
Tier 1 Support Specialist
Location:
Ontario

Demonstrated experience with using and troubleshooting web technologies. Whether it’s scheduling service appointments through a variety of devices (web, mobile…

It’s an exciting time to work at Xtime. Every day consumers and automotive dealers connect with each other using our software. Whether it’s scheduling service appointments through a variety of devices (web, mobile phone, in-vehicle), looking up the repair history for your vehicle, or finding prices or promotions for repairs and maintenance, our ServiceCRM product has not only revolutionized the way people look for repair and maintenance services, but is also transforming how consumers, dealers, and manufacturers interact. Xtime is leading that transformation.

We are currently seeking a Tier 1 Support Specialist in our Lee’s Summit, MO location.

In this role, you will be the main point of contact between the customers and the company when they need assistance beyond the simple stuff. This is a primarily a Tier 1 support position, so you need the ability to troubleshoot technical issues. This means that effective, friendly, and constant communication with the customers and our internal folks is the most important aspect of your role. The ability to communicate clearly and effectively via multiple channels (phone, email, instant messenger) is absolutely critical.

We’re bringing up new dealers every day to use our service scheduling software. Your job is to help these new clients on “every Xtime issue”. These may range from issues with Client’s PC / network to training client on intricacy of our software to resolving issues with new products.
Responsibilities include,

Handle incoming technical support requests, via phone, from our customers. We strive to turn them into an Xtime Service CRM advocate even if their technical expertise is lacking a bit.
Troubleshoot problems with the customer’s configuration, our software, or other vendor integration points
Fully capture and document customer issues with attention to detail
Identify / resolve issues that prevent users from utilizing our software to its maximum capability
Ensure proper issue escalation when a problem has not been resolved, to ensure customer is kept apprised of issue status. Requirements:

Previous experience in a software support role strongly preferred
Demonstrated experience with using and troubleshooting web technologies.
Ability to analyze, troubleshoot and provide evidence of issues related to systems interaction, networking, and application behavior.
Excellent communication skills and an ability to write effectively, clearly, and using proper grammar and spelling
Excellent interpersonal skills and dealing with customers
Ability to work with customers who may not have deep technical skills or tools within the dealerships to help understand/resolve problems
Experience supporting online products and services

Xtime is the leading provider of hosted Customer Relationship Management (CRM) software for automotive service departments in North America. Xtime has enrolled over 4,500 dealerships since the launch of its ServiceCRM platform and is the preferred provider for many of the leading global automotive manufacturers, including Lexus, BMW, Infiniti, Nissan, Mercedes, VW, Audi, Toyota, and Hyundai.