Customer Support Representative

Software Support Representative Location: Arlington, TX is preferred, but remote is an option Permanent, Direct Hire The Company Ideal and c-Systems are the leading dealership management software providers for Outdoor Power Equipment, Powersports, Agriculture and Golf Car dealerships in North America . The Job We are seeking a Software Support Representative to prov ide 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 offer ings , and the challenges faced by ou r customers: Acquire in-depth knowledge of our suite of product s and add-on modules Maintain basic bookkeeping skills to address common accoun ting issues (journal entries, financial reporting, reversing transactions, reconciliations, etc.) Develop an understanding of dealership operation s and the business processes our products support Attend key industry events and user conferences as required D eliver 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 7-10 tickets per day M aintain 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 communication s and aiming for a 98% or higher customer satisfaction ( CSAT ) score on ticket follow up surveys Contribute to the enhancement of the Knowledge Base by creating new articles Assist with testing and replicating software and hardware problems reported by customer s , and troubleshoot the se issue s Support fellow team members in mak ing follow - up calls to address customer issues Continuously e nhance 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 Strong computer troubleshooting skills Bookkeeping experience or knowledge Working with QuickBooks, Peachtree or a Business Management System with Accounting 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 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 FLSA Designation (US Only): Non-Exempt Salary Range: The estimated base salary range for this role is USD$25.20 - USD$30.80 per hour. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations. 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 . 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. #LI-HP1 #DealerGroup