Software Support Specialist - Remote

Primary Purpose: Provide client support and technical issue resolution via remote access software tools, email, phone, and messaging

Major Tasks and Responsibilities:

1) Provide support to assigned customers using Car-Part software and services, including related third-party applications.

2) Install, update, and configure Car-part on-premise software on customer computers.

3) Provide light training on proprietary software as required for assigned customers.

4) Participate in the resolution of cases and projects outside of assigned customers when available. (Volunteering for Cases and/or Projects)

5) Communicate technical knowledge regarding troubleshooting techniques with the team.

6) Document all support and installation activities in the CRM system per team procedures.

7) Document time spent on weekly activities using company time tracking tools.

8) Communicate effectively with management, coworkers, external customers, always keeping manager informed of any issues and potential problems.

9) Attend team meetings and contribute feedback on issues encountered.

10) Take initiative to learn and expand role.

11) Take initiative to share knowledge and assist others when ever applicable.

12) Perform other tasks and have such other responsibilities as assigned by Car-Part from time to time

Essential Knowledge and Skills Requirements:

• Excellent PC and networking troubleshooting skills
• Auto-recycling industry/salvage yard knowledge
• Ability to multi-task
• Some experience with hardware and software issues on most Microsoft Windows Operating Systems.
• Some experience with MS Office, including Outlook Express and Outlook
• Self motivated, detail-oriented, and organized
• Must be proactive and have excellent follow up skills with the ability to prioritize and possess the ability to work autonomously
• Strong verbal and written communication and interpersonal skills
• Patience required with customers not familiar with PCs
• High-speed internet (cable or telephone)

Non-Essential but Valued Skills and Experience:

• Spanish Speaking
• Some experience with serial communication networks
• Some experience with terminals, modem and printers
• Experience in a Technical Support Call Center
• Knowledge of Salvage yard operations
• General automotive knowledge
• A+ certified
• MSCE certified

Job Related Physical Requirements

• Speaking: High – Moderate – Low
• Sitting: High – Moderate – Low
• Walking: High – Moderate – Low
• Lifting: High – Moderate – Low
• Standing: High – Moderate – Low
• Hearing: High – Moderate – Low
• Climbing: High – Moderate – Low
• Hand Dexterity: High – Moderate – Low
• Visual Acuity: High – Moderate – Low

Job Related Mental Requirements

• Remembering: High – Moderate – Low
• Reading: High – Moderate – Low
• Analyzing: High – Moderate – Low
• Problem Solving: High – Moderate – Low