Technical Support

About the role

Become a Part of the UpdatePromise Team. UpdatePromise does more than create industry-changing products. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. We look for people who can grow, think, dream, innovate and create. Our culture thrives by embracing diversity and rewarding imagination. We seek achievers, leaders and visionaries. At UpdatePromise it’s about each person bringing skills and passion to a challenging and constantly evolving world of technology.

UpdatePromise is a technology company. From our flagship Auto-Body Review product that changed an industry, to our full suite of products geared towards communication and automation, managing big data and providing leading-edge engineering and systems support, our teams at UpdatePromise exist to revolutionize the future at the confluence of tech and communication. We invest and develop advances in technology and employ the most creative people in the world, then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

What we're looking for

• Great interpersonal communication skills. Being the voice for our consumer experience product, it is imperative that you communicate effectively and persuasively over the phone, through email and reports to our clients to ensure a quality of service and uphold the brand image.
• Outstanding organizational skills. Being detail-oriented and proactive is essential in this role. You will be assisting and managing various existing and new accounts to make sure that they are using our product to the fullest capacity.
• Willingness to go the extra mile. You are willing to learn and stay on top of new procedures, technologies and software. You’re an independent thinker who does not need any hand-holding. You are tireless when it comes to resolving problems, averting crises, and fulfilling commitments, even in the face of significant push-back.

In short, we are looking for a high-performing assistant who is confident, flexible, reliable, well-organized and will be an asset to the organization as a whole.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to the UpdatePromise application.
• Troubleshoot customer issues using your understanding of the UpdatePromise application to troubleshoot and solve problems.
• Respond to queries via email, ticket, or over the phone.
• Write training manuals and SOPs.
• Follow up with customers to ensure the issue has been resolved.
• Gain feedback from customers about the UpdatePromise application.
• Run reports to determine malfunctions that continue to occur.
• Assist other department personnel with company and user creation.
• Test the UpdatePromise application prior to updates and deployments.
• Provide general administrative support.

Requirements

• Proven experience as a Helpdesk Technician, Customer Support Rep, or other relevant administrative/technical support roles.
• Advanced knowledge of Microsoft Office, Office365, and an ability to become familiar with specific organizational planning programs.
• The ability to organize a daily workload by priorities.
• Professional-level verbal and written communication skills.
• Ability to meet deadlines in a fast-paced and quickly changing environment.

Pay

$20.00 / hour