Job Description

Helpdesk Technical Support Specialist

We need results-driven people who can make significant impact in a dynamic Software as a Service (SaaS) company full of opportunity. We are looking for a highly dynamic individual who thrives in a challenging, fast-paced environment providing superior solutions to make automotive dealers run more effectively.

For more information about One View, please visit: http://www.one-view.com.

Overview

The Helpdesk Technical Support Specialist role responds to, diagnoses, and triages customer cases through phone, email, and remote access tools. This role is the front lines of working with One View's customer to address a variety product-specific and technical questions. This role manages the queue of support cases and remediates cases in a timely manner and escalates cases when additional resources are necessary.

Essential Duties and Responsibilities

Responds and remediates all inbound support cases received via phone, email, or online case submission Work with other support team members to prioritize cases dependent on severity of issue, case load, and complexity of data Tracks all documentation related to each case in the case management software Apply technical knowledge to address issues pertaining to Windows, FTP software, internet browsers, document scanners, or other applicable ancillary computer products. Performs end-user product training via phone and online-web meetings (i.e. RingCentral, Teams) Assists the implementation team with new-customer setups, when needed

Daily & Weekly Responsibilities:

Performs weekly reporting with other support team members to the One View Management Team Answers all inbound phone calls and documents information into system Reviews "red-flag" customers with One View Management team to respond to any re-active customers.

Essential Education, Skills, and Environment

Education and Work Experience

Undergraduate degree or relevant work experience. Preferred minimum 2-year experience with technical support, customer management, or IT/system administration

Required Knowledge and Skills

PC and General IT Knowledge Intermediate understanding of firewall, networking, and hardware Experience training customers on new technology Strong problem-solving methodologies, analytical focus on root cause Proven client care skills to maintain and enhance client relationships Intellectual curiosity Exceptional organizational and planning skills Exceptional interpersonal and communication skills Excellent writing skills Detail oriented and dedicated to quality work. Handles stressful situations and deadline pressures well Plans and carries out responsibilities independently Demonstrate ability to pass pre-employment testing to include background checks and drug test

Additional Helpful Knowledge and Skills (Not Required)

Exposure to software and hardware configuration. Automotive Industry Exposure/Experience Experience with document scanning hardware

Desired Application Expertise

Office365 Suite of products (Word, Excel, Outlook, Teams, etc) NetSuite or similar CRM experience Kaseya / VSAX Jira or Monday Project Management Windows Systems Administration Dealership Management System (DMS) Experience

Reporting Structure

This role operates under moderate supervision and reports directly to the One View Management Team.

Location

This role is located in the corporate headquarters in Indianapolis, IN.

One View is an Equal Opportunity Employer M/F/D/V. If you have any difficulty using our online system and you need an accommodation due to a disability, you may use this alternative email address to contact us about your interest in employment:

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance
Work Location: Hybrid remote in Indianapolis, IN 46220