Professional Services Consultant
Job details
The CompanyConstellation Dealership Software companies, Ideal, c-Systems and Charter, have developed the largest database of dealership transactional sales, inventory position and task completion information in the Outdoor Power Equipment (OPE) market.The JobWe are seeking someone to help provide customer support for our TargetWeb initiative.The Software Support Representative will demonstrate expert knowledge of our software products to be able to respond to customer questions on usage and troubleshoot issues via telephone and/or email. This individual will need to be able to manage and triage numerous tasks at the same time while providing excellent customer support. Successful candidates must have a passion for software, strong work ethic, excellent problem-solving skills, and a passion for helping people.Responsibilities
Acquire in-depth knowledge of various company software products and modules.
Be an expert on the TargetWeb software (connecting the dealer's DMS to TargetWeb to Shopify, correctly mapping products, configuration of shipping, payments, taxes, parts finder, used products, Shopify collections, installation and use of TargetCRM widget and other products when applicable, reverse syncing of products back to TargetWeb, displaying/hiding products, orders, have strong knowledge of TargetWeb's master catalog, etc.)
QA Product: Test changes/ bug fixes and report any issues to developers following the correct protocol.
QA Website Design: Review and audit final design approval of dealer's website and integration to ensure a smooth transfer.
Develop an understanding of the customer's business and the business processes products support.
Answer incoming emails/calls from customers in order to resolve issues immediately or to track issues to ensure follow up later if more information is needed.
Assist with testing and duplicating unknown software and hardware problems reported from the customer base, and troubleshoot the issue(s) at hand.
Assist other support team members to make follow up calls regarding customer problems and serve as a backup for the Digital Projects Coordinator when needed.
Assist the data entry team and designers, ensuring accuracy and adherence to client specifications.
Take ownership of each communication with the customer, ensuring follow up communication is made as needed.
Work closely with Initiative Manager/Product Owner to report bugs or features that dealers may want/need for TargetWeb.
Complete special projects and tasks as assigned by the Initiative Manager/Product Owner.Profile Of a Successful Candidate
2+ years of customer service experience. Software support experience would be an asset.
Experience working with Shopify would be an asset.
Experience working at an Outdoor Power Equipment or Agricultural 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 telephone 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.Exciting Benefits We Offer
Market-leading Salary
Medical Coverage Self & Dependents
Parents Medical Coverage
Provident Fund
Employee Performance-based bonuses
Home Internet Subsidy
Conveyance Allowance
Profit Sharing Plan (Tenured Employees Only)
Life Benefit
Child Care Facility
Company Provided Lunch/Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment
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