Tech Support I

Sonny's Enterprises Inc. - Conveyorized Car Wash Equipment Leader; Town of Florida (NY); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Employer-paid health insurance

Short-Term Disability

401(k) with company match

Job summary

Sonny's Enterprises is a leading conveyorized car wash equipment manufacturer seeking a Tech Support specialist. You will provide first-level support for software and hardware issues, help customers troubleshoot problems, and ensure quick, effective service.

The role involves handling calls, emails, and documenting resolutions while collaborating with the development team to enhance the customer experience.

Qualifications

• 1+ years in a customer-centric environment.
• Proven ability to multitask in a fast-paced setting.
• Strong written and verbal communication skills.
• Basic experience with IT equipment (routers, OS, switches, etc.)

Responsibilities

• Field calls, emails and other communications from customers with system issues.
• Research and determine solutions and follow up to resolve problems.
• Provide active listening and advocate for customers.
• Document resolutions and enter issues into tracking system.
• Set up and configure new customer systems and perform QA testing.
• Participate in after-hours rotation for emergencies.
• Collaborate with Development Team to improve customer experience.
• Demonstrate enthusiasm and professionalism in office environment.

Skills

Customer service

Active listening

Problem solving

Data handling

Communication (verbal)

Multitasking

Team collaboration

Time management

Technical troubleshooting

Tools

MS Word

MS Excel

MS Outlook

Internet Explorer

Routers

OS (Windows)

Job description

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

Tech Support provides technical assistance to users regarding use of the software, troubleshooting and hardware failures. Act as first level of support for clients and always portray a positive image of company and products. Guarantee customer satisfaction through quick problem resolution, follow up and excellent service.

Responsibilities

• Fielding calls, emails and other forms of communication from customers who are having trouble with their system.
• Problem Solve and research issues to determine appropriate solutions for the customer and follow up as needed to resolve problems
• Provide active listening skills and advocate for customers by going above and beyond
• Find new ways to improve customer experience
• Have willingness to learn and grow with team and company
• Extracting, Exporting, Importing and Interpreting Raw Data
• Accurately Collects and Coverts Data in a Timely Manner
• Project, Plan, Schedule, and Assist with Upcoming Projects
• Assist with Preparation, Selection and Transferring of Data
• Efficiently and Effectively Communicates with Members of the Development Team
• Troubleshoot technical support issues which may range from networking, computer hardware, computer software, Internet, power, electrical and operator error issues.
• Work with customers directly face to face, electronically, or via telephone.
• Respond to customer inquiries promptly.
• Provide resolution and response in a timely and accurate manner.
• Enter all customer issues into a call tracking system. Provide follow up to customers on issues that cannot be solved immediately.
• Document any resolutions that have not been previously discovered.
• Setup and configuration of new customer systems.
• Perform system testing as required by QA.
• Participate in after-hours rotation schedule for emergency technical support.
• Demonstrate Enthusiasm - be a positive and encouraging presence in the office.
• Other duties as assigned.

Qualifications

• Technical Knowledge: Will develop knowledge of all company products offered.
• Knowledge of external Point of Sale devices such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors.
• Reading wiring diagrams.
• Updating Relevant Knowledge – Keeping up-to-date technically and applying new knowledge to job.
• Strong Computer Skills - Proficient in MS Word, Excel, MS Outlook and Internet Explorer. Working knowledge of computers, hardware, software, networking, routers, Internet access, and operating systems.
• Communication Skills - Excellent verbal and written communication skills required. The ability to write clearly, succinctly and understandably. The ability to effectively communicate, build a rapport and relate well to all kinds of people. Treats all people with respect, courtesy and consideration. Professional appearance and manner in answering phones.
• Time Management - Able to handle large volume of work while meeting established deadlines.
• Productivity & Organization - Able to plan and prioritize tasks. Attention to detail in typing and proofing materials, establishing priorities and meeting deadlines. Monitors own work to ensure accuracy and thoroughness.
• Ability to multitask - Focus on Quantity and Quality of Administrative work and to follow through on assigned tasks until completion.
• Judgment and Decision Making - Considers the relative costs, benefits, impact or consequences of potential actions to choose the most appropriate one. Ability to make decisions in a timely manner.
• Customer Service- Knowledge of customer service principles and practices. Manages difficult customer situations & responds promptly to customer needs.
• Dependability-The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Teamwork - The ability to work effectively and productively with others. Shares responsibility with team members for successes and failures. Evaluating departmental workload requirements and contributing where needed.
• Personal Accountability - A measure of the capacity to be answerable for personal actions. Accepts personal responsibility for the consequences of personal actions; avoids placing unnecessary blame on others.
• Safety - Practices safe work habits and encourages others to do the same. Identifies ways to improve the safety of the work environment. Knowledge of relevant policies and procedures to promote effective safety operations.

Experience / Education

• 1+ years working in a customer-centric work environment
• Proven ability to multi-task and maintain composure in a face-paced environment
• Strong written and verbal communication skills
• Basic experience with IT equipment (routers, OS, switches, etc.)

We offer a 100% employer-paid medical plan for eligible employees. In addition, the Company provides employer-paid Short-Term Disability (STD) coverage.

Employees and their eligible family members may also elect from a variety of voluntary, employee-paid benefit options, including additional medical plan choices, dental, vision, flexible spending accounts (FSAs), Long-Term Disability (LTD), life insurance, and a 401(k) plan with a Company matching contribution.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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