ДанияTier 1 Dracar+ IMS Support Analyst
3 дн. назад
ДанияOnsite
Provide tier 1 support for Dracar+ IMS system at , enabling car dealers and manufacturers to leverage digital transformation technologies.
О компании
- bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs. We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?
Обязанности
- Respond to customer queries via phone, email, or chat, ensuring accurate logging and categorisation of incidents.
- Troubleshoot and resolve basic technical issues and complex issues in collaboration with Backline.
- Maintain detailed documentation of all interactions and resolutions in the ticketing system.
- Collaborate with cross-functional teams to ensure timely resolution of customer issues.
- Contribute to the knowledge base by documenting solutions and updating support materials.
- Participate in team meetings and training sessions to stay current with product updates and support procedures.
- Participate in customer meetings, when required.
- Demonstrate empathy and professionalism in all customer interactions, maintaining high satisfaction levels.
Другое
- The Tier 1 IMS Support Analyst is the first point of contact for IMS customers (vehicle importers) requiring technical assistance. This role is pivotal in ensuring service excellence by providing timely, empathetic, and effective support. The analyst is responsible for logging, diagnosing, and resolving incidents or escalating them appropriately. The role demands strong communication, analytical thinking, and a customer-first mindset to uphold ’s commitment to operational excellence and customer satisfaction.
- Solid understanding of IT support principles and customer service best practices.
- Familiarity with ’s product suite and internal systems is advantageous.
- Awareness of the broader business impact of support services, including how timely resolution contributes to customer retention and operational efficiency.
- Ability to interpret and apply standard procedures and escalate deviations appropriately.
- Contributes to continuous improvement by identifying recurring issues and suggesting process enhancements.
- Works under general supervision with clear objectives and defined procedures.
- Receives guidance from the Product Support Manager on complex or unfamiliar issues.
- May mentor new starters or provide informal guidance to peers on tools and processes.
- Influences customer satisfaction and internal team efficiency through quality of service and collaboration.
- Applies logical thinking and diagnostic skills to resolve routine technical issues.
- Uses available resources (knowledge base, peer support, documentation and AI tools) to troubleshoot effectively.
- Makes decisions within defined parameters; escalates when necessary.
- Contributes to process improvement by identifying inefficiencies or gaps in documentation.
- Maintains regular contact with internal teams (Product, Engineering, Customer Success) to coordinate issue resolution.
- Builds rapport with customers by demonstrating understanding, patience, and responsiveness.
- Participates in cross-functional initiatives to improve service delivery and customer experience.
- Represents the support function in a professional manner, reinforcing ’s brand values.