Senior Technical Support Analyst

For over 30 years, Fleet Cost & Care (FCC) has been a leader in software, training and support with products designed for fleet management in the construction, crane, rigging, equipment dealership and equipment rental industries. FCC is affiliated with JJ Curran Crane Company and benefits from 65 plus years of experience of fleet ownership and service. FCC is utilized world-wide by top companies throughout the industry.

Fleet Cost & Care proudly offers the NexGen Fleet Management System (NexGen FMS) and NexGen Atom. In addition, Fleet Cost & Care is a Sage certified partner

Fleet Cost and Care are looking for a keen and enthusiastic IT professional to join our in-house support team as a Senior Technical Support Analyst. Part of a team based out of our Detroit head office, you will be supporting our customers, both external clients and internal users, with Tier 2 level issues. This role may well suit an IT professional with 3-5 years’ experience in a support role, looking to take that next step into a Tier 2 environment, or equally an experienced Tier 2 operator looking for a new challenge.

Responsibilities:

·      Respond to customer support calls, questions, and emails providing advanced technical support. Typically, you will respond to issues/questions escalated from the Tier-1 support team.

·      Create, document, and track support cases and drive them to closure in a timely manner. Follow defined case management procedures.

·      Diagnose and resolve issues; determine root cause.

·      Diagnose and resolve data issues in SQL database environment using MSSQL tools.

·      Create alternative methods or workarounds to correct user errors when conventional solutions do not work.

·      Work with customers to verify and identify the nature of software issues.

·      Escalate issues when needed; keep customers informed of status and progress.

·      Provide advanced support for product updates.

·      Prioritize customer issues to help the development and management teams focus on the right things at the right time for customers.

·      Work with third-party vendors when issues involved multiple systems.

·      Document procedures, standards, best practices, configuration settings and other items as needed or requested.

·      Recommend changes or updates to product and training documentation.

·      Assist in product testing for bug fixes, enhancements, or general product releases.

·      Asist in developing content for support web site.

·      Assist the product development team in incorporating ideas into new designs and provide insight into known customer issues.

·      Provide task-specific end user training as needed.

Qualifications

It’s essential you have these skills:

•     Technical prowess. You are adept in system architecture, integration and client/server to Web and SaaS technologies.

•     SQL Server skills. You are able to use various SQL database tools to identify database and data issues, fix data errors, write and run SQL scripts, etc.

•     A great communicator. You communicate in a professional and personable manner. 

•     Team Player. You love being the decision maker, coordinator, go between and referee.

•     Best practices. You are always looking for ways to make things better, faster and more streamlined – both for customers and internally.

•     Strong analytical, problem solving, and organizational skills. You are a key member of the support team and will be serving as one of the core system experts.

It’s great if you already have these skills or you’d really love to learn them:

•     Industry knowledge. Experience with fleet management in the construction, crane, rigging, equipment dealership and equipment rental industries.

•     Microsoft Power BI. Many of our customers use or implement these systems.

•     Salesforce. We use Salesforce for customer support.

•     Jira and Bitbucket. We use Jira and Bitbucket for software development.

•     C#, .NET, Visual Basic, Visual Studio, XCode, Android Studio, Crystal Reports, Telerik Control Suite all a plus.

•     Accounting systems. Familiarity with various accounting systems & interfaces a plus.

This role is based in our Detroit offices. The hours are typically normal business hours, but on occasions there will be a need for flexibility to complete out-of-hours updates, patches or installations. From time to time there may also be a need to be on-call (by phone), particularly during key client change situations or to support staff in other time zones (FCC is a global business).

FCC offers a great employment package, including a market competitive salary package including medical and other benefits (401k etc), an employee incentive scheme (after a qualifying period), free onsite parking and the opportunity to be involved in exciting sponsorships like Indycar. Overtime hours are often available.

As part of the FCC team you will get great exposure to cutting edge industry development, including scale SaaS development projects and international clients with their diverse needs. As FCC has clients and operation throughout North America and the overseas, there is an opportunity (and the occasional need) to travel.

How to get this job:

Send your application to tashdown@fleetcostcare.com. We want to see a great cover letter, resume and anything else you want to show us