Software Support Specialist, Tier II

DIS, a division of Constellation Software Dealer Group

Dealer Information Systems Corporation (DIS) is a leading business management software provider to agricultural, construction, truck refrigeration, and lift truck dealers in North America. Founded in 1980, based out of Bellingham WA (USA); we are a team of 150+ professionals providing Software, Hardware, and Network Management solutions for our North American customers.

Company Profile: https://www.discorp.com/

Position Summary

Working as the customer's advocate, provides customer support, via phone, email, and chat with our Lift Truck & Construction (LTC) Customers. Support Specialist directly impacts DIS customer's ability to successfully utilize our software products & applications at all phases of the customers lifecycle.

Position/Title: Support Specialist II

Department: Customer Support (QuipWare)

Work Location: DIS Headquarters and Remote

Company Conformance Statements

In the performance of their respective tasks and duties, all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, managers, and vendors.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and DIS teams.

Position Summary:

We are looking to hire an Enterprise Software Support/Customer Support professional. Working as the customer's advocate providing customer support, via phone, email, and chat with Customers. The Support Specialist II directly impacts DIS customer's ability to successfully utilize applications at all phases of the customer's lifecycle. The Support Specialist II minimizes DIS risk when recommending or resolving data damage or system bugs.

Job Responsibilities:

• Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues
• Research solutions to new problems/issues with company products and services
• Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing
• Evaluate/champion the priority of customer reported issue internally to DIS
• Track and provide timely resolution status to customer and manager, escalating as needed
• Commitment to learning new product functionality
• Attend offered training at the time or through recorded webinars
• Use call tracking software to record issue, testing, resolution and administrative tasks. Call tracking includes accuracy of time spent, clear noting of issue and resolution. All time in tickets should include a notation in the ticket
• Use JIRA to record development requests
• Specialize in at least 6 areas and at least 3 major areas of the software bundle
• Creation of useful Knowledge Base articles as measured by usage, customer feedback and rating of helpfulness

Competencies/Qualifications

• Dealership experience preferred
• Proficiency/Aptitude in Quipware Software or an equivalent software
• Experience supporting Accounting modules within a software product
• Typically requires an AA degree in technical field or equivalent experience and 2 or more years technical support experience in related field.
• Strong written/verbal communication skills
• Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies
• Strong technical aptitude; analytical and critical thinking skills
• Customer centric focus
• Commitment to a track record of consistent issue resolution and customer follow up

Nice to have

• Experience with SQL
• Accounting experience
• Dealership Rental and Service knowledge Work Timings

Additional Information

• Hours of support 5 a.m. to 5 p.m. Pacific, (8-hour shift between these hours)
• Occasional rotation of afterhours support

Business Unit:

DIS

FLSA Designation (US Only):

Exempt

Salary Range (US Only):

The estimated base salary range for this role in the United States is $60,000.00 - $90,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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