Job Description

Overview

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.

The Tech Support II agent will provide 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

• 2+ years working in a call center environment managing large amounts of incoming contacts (chat, email, phone)
• Ability to handle tasks simultaneously and respond to customers and their issues promptly and professionally.
• Ability to take direction and navigate through multiple systems
• Identify needs, clarify information, and provide solutions and/or alternatives.
• The ability to problem solve basic IT software and hardware
• Has a basic understanding of various operating systems from Linux, Microsoft, 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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