Technical Support Specialist

Impel•City of Syracuse, NY

1d•Onsite

About The Position

At Impel, our Technical Support Specialists ensure that our software is working as designed and helps our customers get the most from our products and services. Technical Support Specialists combine their own technical expertise with their deep knowledge of our software to help our customers and team members to get the most out of our products.

Requirements

At least 2 years’ experience in technical support, IT, or similar roles, automotive industry background a plus.
Associates Degree or Technical certification required.
Team members are expected to work in the office a minimum of 4 days per week.

Nice To Haves

Familiarity with front-end development and coding languages a plus; (HTML, Bootstrap, PHP, Python)
Experience working with AI technology is a plus.
Bachelor’s degree is a plus.

Responsibilities

Respond to client inquiries related to Impel product functionalities, and troubleshooting issues to ensure timely and accurate solutions.
Document client interactions to maintain a detailed support history.
Proactively identify and address common AI issues by analyzing support trends and suggesting preventive measures or FAQs to reduce future client inquiries.
Track and follow up on open client cases, ensuring issues are resolved within agreed timelines and maintaining client satisfaction through consistent updates.
Deliver an exceptional customer experience, timely and thorough communication, and represent the Impel brand in every interaction.
Handle incoming support requests (by phone, email, and chat) to ensure that all customer inquiries are resolved promptly and accurately.
Manage customer issues from discovery through resolution, demonstrating the ability to triage issues and manage customer expectations
Ensure all incoming customer requests and concerns are resolved in an urgent, professional, and personable manner
Communicate directly with clients, third parties and internal teams to understand, diagnose and resolve technical issues.
Provide timely escalation of complex or high priority issues to advanced teams.
Provide training and/or reasonable workarounds to resolve technical issues.
Use a ticketing system to record issues, resolution, and administrative tasks.
Diagnose, troubleshoot, and resolve common AI-related issues, escalating complex cases as needed.
Develop and maintain a deep understanding of Impel’s AI solutions to effectively support clients and provide insights on best practices.
Have (or a willingness to develop) Deep internal product knowledge for all Impel products.
Use advanced troubleshooting methodologies to analyze, diagnose, and resolve end-user issues, which can range from simple to more complicated technical issues.
Actively contribute to the team’s knowledge base by sharing insights from client interactions and troubleshooting cases, helping to enhance the overall support team's effectiveness.
Adept at solving complicated technical problems while working with customers who have a wide range of skill sets
Train and educate dealer staff to maximize utilization and provide direction for success
Utilize Gainsight and Salesforce to document and track customer inquiries and interactions
Work cross-functionally to deliver customer delight
Perform other related duties such as participating in various projects, pilot groups, or initiatives
Maintains confidentiality of work-related issues, records, and company information.
Exceptional organization and time management skills with the ability to handle multiple projects simultaneously
Excellent interpersonal, and communication (written and verbal) skills
Demonstrates a sense of urgency, and a commitment to getting the job done.
Ability to successfully work independently and as a productive member of a team
Ability to work in a fast-paced ever-changing environment while solving problems quickly and creatively
Effectively work collaboratively and cross-functionally with a wide range of people with different skill sets
Maintain a polished and professional attitude. Communicate issues with facts, suggestions, and possible resolutions.
Demonstrates a commitment to Impel Values.