Software Support Representative

Constellation Dealer Group; United States; On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Profit sharing bonus plan

Sales commission plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Job summary

Constellation Dealer Group is seeking a Software Support Representative to deliver expert customer support for our accounting-enabled software suite.

You will address inquiries, troubleshoot issues, and maintain up-to-date knowledge of our dealership-focused solutions to enhance customer satisfaction and retention. A strong service mindset and teamwork are essential for success.

Qualifications

• 2+ years of software service experience.
• Bookkeeping experience or knowledge would be an asset.
• Experience with QuickBooks/Peachtree or an accounting-focused business management system would be an asset.
• Experience working at a dealership would be an asset.
• Ability to develop a strong knowledge of software products and service offerings and troubleshoot to resolve customer inquiries.
• Proven track record of working with customers via phone to build relationships and ascertain concerns and provide guidance.
• Willingness to interact with customers in a professional, productive manner that enhances customers’ experience.
• Strong organizational skills to interact with multiple customers over the course of the day.
• Attention to detail and diligence when updating internal tools.

Responsibilities

• Learn the industry we serve, our product offerings, and the challenges faced by our customers.
• Acquire in-depth knowledge of our suite of products and add-on modules.
• Maintain basic bookkeeping skills to address common accounting issues (journal entries, financial reporting, reversing transactions, reconciliations, etc).
• Develop an understanding of dealership operations and the business processes our products support.
• Attend key industry events and user conferences as required.
• Respond to incoming emails, calls, and chats from customers, aiming to resolve issues on the spot or track them for later follow up, with a goal of taking 8-10 tickets per day.
• Maintain a closure rate of 80% or higher for tickets on the same day they are opened.
• Master the ability to triage numerous tasks at the same time while providing excellent customer support.
• Own every customer interaction, ensuring timely follow-up communications and aiming for a 98% or higher customer satisfaction (CSAT) score on ticket follow up surveys.
• Assist with testing and replicating software and hardware problems reported by customers, and troubleshoot these issues.
• Support fellow team members in making follow-up calls to address customer issues.
• Continuously enhance your customer service skills through ongoing education on platforms like LinkedIn Learning and Open Sesame.
• Maintain high levels of Ticket Accuracy in monthly audits (95% or higher).
• Complete special projects and tasks as assigned by the Support Team Lead.

Skills

Software service experience

Troubleshooting

Customer communication

Organizational skills

Attention to detail

Phone support

Tools

QuickBooks

Peachtree

Accounting software

Job description

Ideal and c-Systems are the leading dealership management software providers for Outdoor Power Equipment, Powersports, Agriculture and Golf Cart dealerships in North America.

The Job

We are seeking a Software Support Representative to provide customer support for our suite of products, including accounting. In this role, you are expected to demonstrate deep understanding of our software, and efficiently address customer questions on usage or troubleshoot problems, ultimately improving customer satisfaction with our products.

Successful candidates must have a passion for software, exceptional problem-solving abilities, strong work ethic, and a keen drive to help others.

Responsibilities

Learn the industry we serve, our product offerings, and the challenges faced by our customers:

• Acquire in-depth knowledge of our suite of products and add-on modules
• Maintain basic bookkeeping skills to address common accounting issues (journal entries, financial reporting, reversing transactions, reconciliations, etc.)
• Develop an understanding of dealership operations and the business processes our products support
• Attend key industry events and user conferences as required

Deliver best in class customer service to our customers:

• Respond to incoming emails, calls, and chats from customers, aiming to resolve issues on the spot or track them for later follow up, with a goal of taking 8-10 tickets per day
• Maintain a closure rate of 80% or higher for tickets on the same day they are opened
• Master the ability to triage numerous tasks at the same time while providing excellent customer support
• Own every customer interaction, ensuring timely follow-up communications and aiming for a 98% or higher customer satisfaction (CSAT) score on ticket follow up surveys
• Assist with testing and replicating software and hardware problems reported by customers, and troubleshoot these issues
• Support fellow team members in making follow-up calls to address customer issues
• Continuously enhance your customer service skills through ongoing education on platforms like LinkedIn Learning and Open Sesame

Keep data in our internal tools up-to-date and correct:

• Maintain high levels of Ticket Accuracy in monthly audits (95% or higher)
• Complete special projects and tasks as assigned by the Support Team Lead

Profile of a Successful Candidate:

• 2+ years of software service experience
• Bookkeeping experience or knowledge would be an asset
• Working with QuickBooks, Peachtree or a Business Management System with Accounting would be an asset
• Experience working at a dealership would be an assetAbility to develop a strong knowledge of software products and service offerings and ability to troubleshoot to resolve customer inquiries
• Proven track record of working with customers via phone to build relationships and ascertain concerns and provide guidance with respect to questions or issues
• Willingness to interact with customers in a professional, productive manner that enhances customers’ experience
• Strong organizational skills to interact with multiple customers over the course of the day
• Attention to detail and diligence when updating internal tools

Salary Range (US Only):

The estimated base salary range for this role in the United States is $60,000 per year plus bonus. 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. Sales positions may be eligible to participate in the business commission 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 [e-mail].

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.