Software Support Representative
Location:Arlington, TXis preferred, butremote isan option
Permanent,Direct Hire
The Company
Idealandc-Systemsare the leading dealership management software providers for Outdoor Power Equipment, Powersports, Agriculture and Golf Car dealershipsin North America
The Job
We areseekinga Software Support Representativeto providecustomer support for oursuite ofproducts,including accountingIn this role,youare expected todemonstratedeepunderstandingof oursoftware,andefficiently addresscustomerquestions on usageortroubleshootproblems,ultimately improvingcustomer satisfaction with ourproducts
Successful candidates must have a passion forsoftware,exceptionalproblem-solvingabilities,strong work ethic,and akeendrivetohelp others
Responsibilities
Learn theindustry we serve,ourproductofferings, and the challengesfaced byourcustomers:
Acquirein-depth knowledge ofoursuite ofproductsandadd-onmodules
Maintainbasicbookkeepingskillsto addresscommonaccounting issues(journal entries, financial reporting, reversing transactions, reconciliations, etc.)
Develop an understanding ofdealership operationsand the business processesour productssupport
Attend key industry events and user conferencesasrequired
Deliver best in class customer service to our customers:
Respond toincoming emails,calls, andchatsfrom customers,aimingto resolve issueson the spotor trackthem for laterfollow up,withagoaloftaking7-10ticketsperday
Maintaina closure rate of80% or higherforticketson the same day they are opened
Master the ability totriagenumeroustasks at the same time while providing excellent customer support
Own every customer interaction, ensuringtimelyfollow-up communications and aiming for a98%or highercustomer satisfaction(CSAT)score on ticket follow up surveys
Contribute to the enhancement of theKnowledge Baseby creating newarticles
Assistwith testing andreplicatingsoftware and hardware problems reportedbycustomers, and troubleshoot theseissues
Support fellowteam membersinmakingfollow-up callsto addresscustomerissues
Continuously enhance your customer service skills through ongoing education on platforms like LinkedIn Learning and Open Sesame
Keepdata inourinternaltoolsup-to-dateand correct:
MaintainhighlevelsofTicket Accuracyinmonthly audits(95% or higher)
Complete special projects and tasks as assigned by the SupportTeam Lead
Profile of a Successful Candidate:
2+ years ofsoftwareservice 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 atadealership would be an asset
Ability to develop a strong knowledge of software products and service offerings and ability to troubleshoot to resolve customer inquiries
Proventrack recordof working with customers via phone to build relationships andascertainconcerns 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 Perseus_HR@constellationhbs.com.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
“While other purchasers of business seek economies of scale through centralization, we have taken the opposite approach. We believe that potential is maximized when teams are allowed to remain small. This enables the General Manager of the business to be empowered and remain in control of all levers necessary to guide their business.”
-Mark Leonard, President, Constellation Software Inc.
--
Perseus Group is a global acquirer of vertical market software businesses and one of six operating groups within Constellation Software Inc. (TSX: CSU). Since 1995, our M&A experts have completed over 1,000 acquisitions.
Driven by our buy-and-hold investment philosophy, we exclusively acquire software businesses that we intend to own and grow indefinitely.
Today, Perseus has become an international organization of passionate Founders, operational experts, and collaborators. We are proud to be the home of dozens of industry-leading brands across multiple vertical markets.
