Job Description

Job Description

Job Description

Salary: $46,750-$55,000

We’re growing again and need a Client Software Support Representative to join our team!

A2Z Sync, a trusted advisor in the automotive industry, is an Amazon partner that transforms the sales process into a transparent experience for customers. Our cloud-based software system drives all aspects of the sales transaction, including online digital retailing, desking, digital finance menu, e-signatures, and other operational support modules.

Overview 

Team members in this position are responsible for answering client inquiries on our software. The responsibilities of this position include effectively handling client support inquiries by phone, chat, and email while proactively collaborating with the team. Team members will also be responsible for adjusting system configurations and performing other tasks as required. 

Our office is located in the Denver Tech Center (DTC) in Greenwood Village, CO, but this position can be 100% remote. You’ll be expected to be available during core “office hours”, which are based on US Mountain Time. This role works rotating weekends. 

All candidates must live in MST.

Responsibilities 

• Responding to client support queries over the phone and via chat and support PMs 
• Provide technical assistance and support for incoming queries.
• Ensure all customer inquiries are handled in an accurate and timely fashion.
• Maintain owner workload working tickets to resolution.
• Maintain in-depth working knowledge of the company’s brands, systems, and processes.
• Diagnosing issues with all platform modules.
• Talking clients through basic problem-solving processes.
• Completing support tickets and escalating to the appropriate department for resolution.
• Following up with clients to ensure the issue has been resolved.
• Respond to email messages for customers seeking help.
• Configure eForm mapping for client PDFs.
• Assist with new server configurations as needed.

Skills and Experience 

Required   

• 2 years working as in a customer support analyst position.
• Strong understanding of dealership technology systems is a plus.
• Passion for Client Experience and ability to be a self-starter.
• Knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills.
• Advanced knowledge of help desk software and remote-access systems.
• Ability to troubleshoot complex hardware and software issues.
• Strong interpersonal and communications skills, written and verbal.
• Ability to work rotating weekends.
• Must live in Mountain time zone. 

About A2Z Sync

A2Z Sync is a fast-paced and innovative automotive SaaS company seeking to make life better for our customers. We offer you a fun, casual, and collaborative culture, while fostering an environment where you work hard, see your results, and feel your impact. We are committed to our employees, and this starts with providing benefits that allow you to care for you and your family.

Mission

To make the complex journey of automotive retail simpler and more profitable.

Values

• Customer Focus: We are passionate about our customers' success.
• Integrity: We are transparent and honest and communicate openly.
• Innovation: We thrive on proving the unproven.
• Accountability: We do what we say, and we follow through.
• Inclusivity: We value and honor diversity of opinions, experiences, and backgrounds.
• Community: We support our team and serve our local community.

Here’s how we are doing it:

• A2Z Sync offers comprehensive medical, dental, and vision benefits.
• We cover your STD/LTD and life insurance.
• Matching 401k plan
• Unlimited paid time off, including 9 paid holidays.
• Opportunity to work with a great team where your insights and expertise will be valued.

A2Z Sync is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, basis of disability or any other federal, state or local protected class.

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