Enterprise Support & Solutions Admin II

About the role

ACV is a technology company that has revolutionized the automotive industry by building the most trusted and efficient digital marketplace. We hire people who share our passion for innovation and a collaborative atmosphere.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents.
• Provide first level, basic to intermediate technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools.
• Gather information to identify and assess the nature of incidents and problems.
• Record incidents in support ticketing system to maintain a log for escalation to other teams.
• Escalate complex issues to higher-level technical resources as needed.
• Develop and maintain documentation to facilitate self-service problem solving and process improvement.
• Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required.
• Stay current with industry trends and emerging technologies to provide informed technical support.
• Perform additional duties as assigned.

Requirements

• High School or GED - required
• 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment
• Experience supporting remote users over phone, email, chat and text
• Experience supporting enterprise systems and applications with a 24/7 user base
• Experience using and troubleshooting both Windows and Mac operating systems
• Experience supporting mobile iOS devices, like iPhones and iPads
• Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Ability to take ownership of user interactions and be proactive when dealing with user issues
• Ability and desire to learn new technologies and skills
• Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus
• Familiarity with ITIL standards and IT Security compliance standards and practices is a plus

Qualifications

• Required: High School or GED
• Preferred: 2 - 3 years of industry experience in a fast-paced, high-energy environment

Skills

• Customer Service
• Technical Support
• Remote Support
• Documentation Development
• Incident Management
• ITIL Standards
• IT Security Compliance

Benefits

• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

Pay

The compensation range for this position is listed in the "Job Details" section at the bottom of this posting. Please note that final compensation will be determined based upon the applicant's relevant experience, skill set, location, business needs, market demands, and other factors as permitted by law.

Schedule

N/A