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Technical Support Representative- Automotive/PowerSport Dealership Experience a plus!
Job Description

Support a cloud based dealership management system ... latest technology ... if you're an Automotive - Powersports - Boating - RV enthusiast this is an opportunity to work with the dealerships in those industries.

The Technical Support Representative is responsible for the successful training and support of the DX1 end to end solution which includes CMS, CRM, and DMS functionality. The team will support Marine, Powersports, RV, and Commercial dealers.

Under general supervision, in an in-bound call center environment, Technical Support Representatives will provide technical problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions could include resolving username and password problems, verifying proper set up, assisting with navigating around application menus and
troubleshooting issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Group/Team Description: The Technical Support Representative is a key member of the Client Services Team that includes setup, training, data migration, and dealership support.

Working relationships:

● Implementation Leads

● Sales Team

● Account Managers

● Data Migration Team

● Product Development Team

Communication responsibilities: The Support Representative is the key point of
contact for customers once they are live on the DX1 platform.

Major Responsibilities/Decisions:

• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.

• Identifies and understands DX1 application issues and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions to assist customers resolve their issues.

● Share information with other team members on how problems or issues were resolved.

● Post relevant information in a knowledge database and provide clear problem statement and troubleshooting documentation in Salesforce.

● Maintain constructive
relationships with customers and bring to the attention of the management team any recurring issues/inquiries.

● Provide remote phone based training on the DX1 application.

● Ability and competency to work after hours on a rotational on-call basis.

Individual initiative expectations: Self-starter, proactive, creative, detailed oriented, great communication and listening skills. Exemplary Attendance and Punctuality.

Experience required:

● Minimum 2 years of work experience in a web-based support environment

● Customer phone support experience

● Dealership knowledge

● Problem Solving, Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills, Customer Service, Quality Focus, PC Proficiency

● Experience working with Salesforce CRM is a PLUS

● Basic knowledge of HTML and Web page components a PLUS

● Basic knowledge of Domain issues a PLUS

● Dealership working experience is a PLUS

About Dominion Enterprises

Dominion Enterprises is a leading marketing services company serving the wide-ranging needs of many industries, including real estate, apartment advertising, specialty vehicles, automotive, and travel. The company’s businesses provide a comprehensive suite of technology-based
marketing solutions, including dealer management systems, website design and hosting services, data management and distribution services, lead generation, customer relationship management systems, e-commerce, and internet and email marketing solutions. It is also one of the largest providers of highly targeted classified advertising. The company’s 40 market-leading websites reach 20 million unique visitors each month; its magazines, distributed nationwide, reach more than 77 million each year; and its 46 mobile apps reach 5 million visitors each month. Headquartered in Norfolk, Virginia, the company has 3,400 employees nationwide, with 600 in Norfolk. It has 145 offices in 33 states and 5 countries.

EEO/Drug Testing Employer

We offer a dynamic environment, excellent growth opportunities, competitive earnings and
a comprehensive benefits package including a generous 401(k). Dominion Enterprises is an equal opportunity employer and supports a diverse workforce. Drug Testing Employer.


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Job Overview
Employee Type: Full-Time
Industry Type: Advertising
Automotive - Motor Vehicles - Parts
Call Center / SSO / BPO
Required Education: Not Specified
Location: El Dorado Hills, CA 95762 (map it!Map it!)

Experience: Not Specified
Manage Others: Not Specified
Required Travel: Not Specified
Ref ID: 16878896's Advice

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