What are the responsibilities and job description for the Technical Support Associate (On-Site) position at AUTOMOBILE PROTECTION CORPORATION?
Summary
The Technical Support Associate provides reliable technical assistance to customers and dealership partners. In this role, you will drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues. You will develop a broad understanding of customer and dealer needs while supporting a knowledge-sharing mindset, methodology, and tools. The position requires accurate documentation of all activities and communications. You will be part of a collaborative team dedicated to solving complex technical challenges, delivering exceptional customer service, and supporting product installations at dealerships as required. This position also serves as an admin of the Sales and Support Office manager and provides back-up support.
**This is an on-site position
Essential Duties and Responsibilities
Technical Support & Customer Assistance:
- Provide prompt and professional technical support to customers and dealerships via phone, email, and in-person communication.
- Facilitate issue identification and analysis through active listening, inquiry, and diagnostic evaluation.
- Investigate, troubleshoot, and resolve technical issues efficiently to minimize downtime.
- Conduct root cause analysis and replicate issues to confirm solutions.
- Document all interactions, findings, and resolutions in the support tracking system.
- Build and maintain strong relationships with customers and dealer partners to promote satisfaction and retention.
Installation & Field Support:
- Assist with the installation and setup of products at dealerships as required.
- Provide on-site technical support, ensuring products are properly configured and functioning.
- Deliver hands-on training or guidance to dealership personnel as needed to ensure smooth product adoption.
- Coordinate with internal teams to address and resolve field issues promptly.
Knowledge Sharing & Process Improvement:
- Contribute to internal and external knowledge bases by documenting solutions and best practices.
- Support continuous improvement initiatives to enhance technical support efficiency and customer experience.
- Collaborate with cross-functional teams to identify and implement process enhancements.
- Participate in team meetings and training sessions to expand technical expertise and business acumen.
Customer Service & Office Support:
- Provide timely follow-up and proactive communication to ensure customer satisfaction.
- Maintain professionalism and clarity in all interactions, representing the company’s values and standards.
- Escalate unresolved issues appropriately to ensure prompt resolution.
- Assist with answering incoming phone calls and routing appropriately.
- Support the Office Manager with administrative tasks including:
- Billing collection and follow-up on past due invoices.
- Packing and preparing shipping boxes for outgoing deliveries.
- Serve as backup to the Office Manager when needed, ensuring continuity of office operations.
Education, Experience, and Skills
- Associate degree or equivalent experience in a technical field (e.g., engineering, IT, mechanical, or electrical).
- 1–3 years of experience in technical support, customer service, or field service preferred.
- Strong diagnostic, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication abilities.
- Proficiency in using CRM, ticketing, and documentation systems.
- Willingness to travel to dealerships for installation and support (as needed).
- Ability to work independently and collaboratively in a fast-paced environment.
- Customer-focused mindset with commitment to quality service and professionalism.
Physical Demands
While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time. Must be able to lift up to 50 lbs
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Note
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.