What are the responsibilities and job description for the Xentry User Support position at JS Consulting?
Job Title- Xentry User Support
Project Location Jacksonville, FL 32218 (Onsite role)
Duration- 6 months contract
Visa- USC/ GC/ GCEAD/ H4EAD/ TN
Project Location Jacksonville, FL 32218 (Onsite role)
Duration- 6 months contract
Visa- USC/ GC/ GCEAD/ H4EAD/ TN
- The User Support desk representative is the first point of contact for users seeking assistance with XENTRY software and hardware issues.
- This role involves providing efficient, friendly, and professional customer service, troubleshooting issues, and ensuring a smooth user experience.
- The representative will manage incoming support inquiries, offer timely solutions, and escalate issues to appropriate teams when needed.
- 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.
- 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.