Senior Associate, IT User Support jobs in United States
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Hired by Matrix, Inc ยท 1 day ago

Senior Associate, IT User Support

positionJacksonville, FL
timeContract
remoteOnsite
senioritySenior Level
money$23/hr - $23/hr

Hired by Matrix, Inc is an international automotive company, and they are seeking a Senior Associate, IT User Support. This role involves providing customer service and technical support for XENTRY software and hardware issues to clients and internal teams.

Human ResourcesMarketingStaffing Agency
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Growth Opportunities

Responsibilities

First point of contact for users seeking assistance with XENTRY software and hardware issues
Providing efficient, friendly, and professional customer service, troubleshooting issues, and ensuring a smooth user experience
Manage incoming support inquiries, offer timely solutions, and escalate issues to appropriate teams when needed
Receive, record, and rectify technical problems with XENTRY hardware and software
Provide first level support to Client dealers, Independent Repair Facilities and Vans Fleet accounts regarding proprietary XENTRY hardware issues including but not limited to flashing, coding, and equipment
Provide second level support to internal Client colleagues throughout Service Engineering and Field teams
Provide feedback and solutions to customers within the prescribed guidelines
Record all case work in XENTRY Support System application
Identify, develop, and publish technical information as needed or requested to maximize dealer effectiveness in relation to Star Diagnosis topics
Complete ad-hoc projects assigned by Team Leader or Supervisor related to XENTRY products and services

Qualification

XENTRY software supportAutomotive Technical experienceCustomer support experienceBasic Office applicationsMultitaskingEfficiencyPrioritizationCommunication SkillsCritical ThinkingAdaptability

Required

High School Diploma (GED) or equivalent work experience
Experience with customer support or handling inquiries in a professional environment
Work Independently: Ability to work independently with limited support from management
Communication Skills: Clear verbal and written communication to explain solutions effectively
Computer Skills: Proficiency in basic Office applications
Multitasking: Handling multiple systems or tasks simultaneously
Critical Thinking: Analyzing situations to find effective solutions quickly
Efficiency: Managing call durations to handle inquiries promptly without sacrificing quality
Prioritization: Addressing urgent customer issues effectively
Adaptability: Ability to adapt based on varying customer needs or changing company protocols

Preferred

Automotive Retail, Automotive Technical or Network/IT experience

Company

Hired by Matrix, Inc

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Hired by Matrix is a staffing and recruiting company specializing in administrative, clerical, and marketing staffing services.
dateFounded in 1986
location
Glen Rock, New Jersey, USA
people-size201-500 employees
web-link
http://hiredbymatrix.com

Funding

Current Stage
Growth Stage

Leadership Team

S
Sharon Olzerowicz
President and CEO
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Company data provided by crunchbase