IT Technical Support Analyst

Job Description : Technical Support Analyst

Location

3 days onsite, 2 days remote in Deerfield Beach, FL

Type

Contract

Responsibilities :

• Provide courteous and reliable responses to primary support inquiries.
• Address general SET inquiries, including dealer portal support and reports.
• Resolve customer questions, complaints, and requests, often involving dealer operations.
• Deliver high-standard, individualized customer service through email and telephone.
• Apply knowledge of the organization, products, related services, and policies to provide a variety of customer services.
• Conduct business and carry out responsibilities that support, promote, and foster JM Family culture and company values.
• Serve as the conduit between business partners and technical teams through triage, research, requirements, testing, and support.
• Strong collaboration and communication with technology teams, business teams, vendors, and subject matter experts to perform daily activities.
• Lead assigned initiatives, communicate status, issues, or risks to management and stakeholders.
• Creation and maintenance of technical and functional knowledge articles.
• Collaborate with external and internal customers and vendors to analyze business needs and work with teams on solutions.
• Document in detail business and system processes and requirements.
• Perform on-call responsibilities including nights, holidays, and weekends.
• Engage and communicate with senior management as appropriate.
• Learn and train on applications across the assigned Business Unit's technology portfolio.
• Learn the processes and tools needed to perform the role effectively.
• Share dealer and business acumen that supports business objectives & delivers positive results.

Job Requirements :

Seniority level

Associate

Employment type

Contract

Job function

Information Technology, Customer Service, and Administrative

Industries

Motor Vehicle Manufacturing, Motor Vehicle Parts Manufacturing, and Wholesale Motor Vehicles and Parts

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