Job Description

Tier 1 Technical Support Analyst at R.O. Writer

The Company

Constellation R.O. Writer Inc. (ROW) is a leading automotive software business and an innovative market leader with a long history of success in serving independent and franchised automotive repair shops. Their software helps these shops increase efficiency, predictability, and profits which has allowed ROW to become the trusted partner for over 4,000 businesses across North America.

The Role

In this role, you will provide excellent customer support, via phone and email, to R.O. Writer Customers. You will directly impact the ability of R.O. Writer customers to successfully utilize applications at all phases of the customer lifecycle.

Work Hours

• Regular Schedule: Monday to Friday, 8:00 AM – 5:00 PM EST

Job Responsibilities

• Be the first point of contact to answer customer support calls and emails, working with all levels of customer users, management, and technical staff.
• Diagnose, recommend or perform minor remedial action to correct known issues and attempt to resolve unknown moderately complex technical issues or unexpected results.
• Instruct customers in the use of installation, configuration, and user manuals.
• Escalate complex or urgent issues as needed.
• Provide reasonable workarounds to resolve unexpected results or system limitations
• Use the R.O. Writer ticketing system to record issue, testing, resolution, and administrative tasks
• Rotating after hours/Saturday support

Qualifications

• Customer support experience of enterprise software
• Strong written/verbal communication skills
• Aptitude in software and operating system troubleshooting techniques/methodologies
• Technical aptitude; analytical and critical thinking skills
• Customer centric focus
• Commitment to/track record of consistent issue resolution and customer follow up

Salary Range

The estimated base range for this role in Canada is $25.00 to $29.57 hourly. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

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