Technical Support Specialist, Service Department - Fontana, CA
About the role
Velocity Vehicle Group (VVG) is a premium commercial brand medium to heavy truck and semi-trailer dealership that offers the full‑service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on demand parts. Our goal is to be your one stop shop experts for all truckers, owner operators, fleets and companies. This coupled with our Leasing and Rental business and our Financial services business make VVG the leading Truck dealership.
Technical Support Specialist diagnoses, troubleshoots, and resolves technical customer issues, by partnering with technicians in technical support. The TSS analyzes trends, identifies gaps, and designs simple yet effective support interventions that improve technician experience.
Responsibilities
- Respond to customer inquires and assist in troubleshooting and resolving technical challenges; determine most effective problem resolution to minimize client downtime
- Maintain and complete appropriate records for technical support resolution in VVG’s ticketing system
- Develop rapport with staff to understand their technical skills and tailor hands-on support accordingly
- Maintain ethical and professional behavior in dealing with users, department associates, and other department personnel