IT Technical Support Analyst

Job Description: Technical Support Analyst

Location: 3 days onsite, 2 days remote in Deerfield Beach, FL

Type: Contract

Responsibilities:

• Provide courteous and reliable responses to primary support inquiries.
• Address general SET inquiries, including, dealer portal support, and reports.
• Resolve customer questions, complaints, and requests, often involving dealer operations.
• Deliver high-standard, individualized customer service through email and telephone.
• Apply knowledge of the organization, products, related services, and policies to provide a variety of customer services.
• Conduct business and carry out responsibilities that supports, promotes, and fosters JM Family culture and company values.
• Serve as the conduit between business partners and technical teams through triage, research, requirements, testing, and support.
• Strong collaboration and communication with technology teams, business teams, vendors, and subject matter experts to perform daily activities.
• Lead assigned initiatives, communicate status, issues or risks to management and stakeholder.
• Creation and maintenance of technical and functional knowledge articles.
• Collaborate with external and internal customers and vendors to analyze business needs and work with teams on solutions.
• Document in detail business and system processes and requirements.
• Perform on-call responsibilities including nights, holidays, and weekends.
• Engage and communicate with senior management as appropriate.
• Learn and train on applications across the assigned Business Unit’s technology portfolio.
• Learn the processes and tools needed to perform the role effectively.
• Share dealer and business acumen that supports business objectives & delivers positive results.

Job Requirements

• Must be willing to work outside of standard business hours to meet dealer and business demands
• Must be willing to participate in on-call rotations
• Bachelor's degree required or equivalent work experience
• 2 year's experience in Information Technology preferred
• 2 years automotive experience preferred
• Experience working with dealership software preferred
• Strong verbal and written skills are required
• Demonstrates highly effective interpersonal skills and relationship management that creates trusting partnerships
• Ability to package information and complex ideas in business-friendly and/or at an executive level is required
• Proven ability to successfully deliver and steer initiatives of varying complexity and risk
• Detail-oriented individual with strong planning and analytical skills
• Self-starter with effective time management and communication skills
• Demonstrated conflict management skills and experience required
• Results-oriented individual with influencing capability
• Experience in vendor management; developing mutually beneficial partnerships
• Provide detailed summaries and execution plans to address key issues, trends, project to support transition and change management recommendation
• Strong sense of urgency with affinity to great customer service is required
• Well-balanced acumen in technology, business, and automotive industry
• Proficient in Google Suite, Microsoft Suite, Salesforce, and other web-based applications
• Minimal travel may be required.