Senior Associate, IT User Support

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Hired by Matrix, Inc., is seeking the following. Apply via Dice today!

At-a-Glance:

Are you ready to build your career by joining an international automotive company? If so, our client is hiring a Senior Associate, IT User Support.

Position Type:

• Contract
• On-Site
  
  

Required:

• High School Diploma (GED) or equivalent work experience.
• Preferred Automotive Retail, Automotive Technical or Network/IT experience.
• Experience with customer support or handling inquiries in a professional environment.
• Work Independently: Ability to work independently with limited support from management.
• Communication Skills: Clear verbal and written communication to explain solutions effectively.
• Computer Skills: Proficiency in basic Office applications.
• Multitasking: Handling multiple systems or tasks simultaneously.
• Critical Thinking: Analyzing situations to find effective solutions quickly.
• Efficiency: Managing call durations to handle inquiries promptly without sacrificing quality.
• Prioritization: Addressing urgent customer issues effectively.
• Critical Thinking: Analyzing situations to find effective solutions quickly.
• Adaptability: Ability to adapt based on varying customer needs or changing company protocols.
  
  

Responsibilities:

• First point of contact for users seeking assistance with XENTRY software and hardware issues.
• Providing efficient, friendly, and professional customer service, troubleshooting issues, and ensuring a smooth user experience.
• Manage incoming support inquiries, offer timely solutions, and escalate issues to appropriate teams when needed.
• Receive, record, and rectify technical problems with XENTRY hardware and software.
• Provide first level support to Client dealers, Independent Repair Facilities and Vans Fleet accounts regarding proprietary XENTRY hardware issues including but not limited to flashing, coding, and equipment.
• Provide second level support to internal Client colleagues throughout Service Engineering and Field teams.
• Provide feedback and solutions to customers within the prescribed guidelines.
• Record all case work in XENTRY Support System application.
• Identify, develop, and publish technical information as needed or requested to maximize dealer effectiveness in relation to Star Diagnosis topics.
• Complete ad-hoc projects assigned by Team Leader or Supervisor related to XENTRY products and services.
  
  

Get in Touch:

We want to hear from you! If you think you'd be a good match, submit your resume and reach out to Prakash at to learn more.