Customer Success & Technical Support Consultant

Procede Software

Solana Beach (CA)

Hybrid

USD 52,000 - 68,500

Full time

14 days+

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Benefits offered by this job

Medical, Dental and Vision

Paid Time Off (PTO)

14 Paid Holidays

Hybrid work schedule

Work equipment (laptop, monitor)

Job summary

Procede Software in Solana Beach, CA is seeking a dedicated Support Services Consultant to join our growing team. You will diagnose, analyze, and resolve technical issues, delivering timely and effective solutions to customers.

You will provide professional, clear communication across phone, email, and remote support, participate in after-hours rotations, and help with training and product documentation. This hybrid remote role offers a competitive salary, comprehensive benefits, and

Qualifications

Bachelor's degree in Computer Science, Business Administration, or a related field preferred; equivalent work experience may be considered
Experience within the commercial truck or automotive industry, dealer management systems, system analysis, data processing, or software implementation lifecycle strongly preferred
Prior experience in a customer-facing supportive or consultative role, preferred
Must be available to participate in a rotating schedule for weekend, after-hours, and holiday support

Responsibilities

Provides effective diagnostic evaluation of customer and end-user needs, and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint
Provides customers and internal business units with a high level of professional and positive support and service, via a variety of communication channels, including but not limited to, phone, email, and web-based remote-control assistance
Participates in support coverage, staffing, and afterhours phone rotations, including review and coverage for team office absences
Provide support queue coverage to ensure timely customer response and uninterrupted service during onsite customer engagements and other operational needs
Continually builds and fosters customer relationships and engages customers with ongoing contact
Keeps informed and current on Procede product offerings, integrations, and related technologies
May be called upon to deliver product training, assist with sales product demonstrations, present material or workshops during conferences or events, support the development and revision of product documentation and training materials, and assist with special projects as assigned
Provide on-site support during Implementation go-lives to ensure successful transitions and issue resolution
Shadow on-site engagements to assist customers requiring additional support and reinforce best practices
Participate in QA and Operational testing to validate new features, updates, and internal process improvements