Job description

In this role, you’ll be responsible for providing front-line primary technical support to our clients on various technical issues and problems relating to our enterprise software. Responsibilities include, but are not limited to, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. You will also provide guidance, answer questions, troubleshoot, test, and document change requirements for our API’s. To be successful in this role, you should be tech-savvy and an excellent communicator who’s able to earn our clients’ trust.

You’ll report to our Director of PMO and work closely with our Development Team, Business Analysts, and Project Managers.

WHAT YOU’LL DO:

• Provide all 1st level contact for incoming client calls or requests
• Triage client issues documenting the issue, reproduction steps, expected results and actual results
• Respond to customer queries in a timely and accurate way, via phone, webinar, email, or chat
• Work with cross functional teams to resolve customer issues and escalate complex problems to appropriate team members
• Assist clients with basic training items as it relates to the application (processing claims, adding a contract, etc.)
• Effectively communicate clients’ change requests to the Project team
• Follow up with technical team and customers to ensure technical issues are resolved
• Communicate clearly the progress of daily/weekly/monthly/quarterly initiatives with clients and internal teams
• Manage tickets via online tools such as JIRA, Confluence, Service Desk, etc.
• Use New Relic monitoring, HAR files and other tools to investigate reported system issue
• Update our internal databases with information about technical issues and useful discussions with customers
• Demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using API’s to interface with the PCRS system
• Perform testing and troubleshooting on issues related to REST/SOAP API’s

YOUR EXPERIENCE:

• BA/BS Degree
• Prior experience providing support on web-based or enterprise software is required
• 1-2 years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support)
• Previous experience working at a software company
• Understanding of application-to-application interfaces, such as XML and REST API
• Software Development Lifecycle exposure
• Familiarity with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
• SQL experience is a plus
• Prior experience using ticketing software like JIRA, Confluence, Service Desk, etc.

WHO YOU ARE:

• Excellent written and verbal communication skills
• Excellent customer service and people skills
• Strong troubleshooting, problem-solving, strategic thinking, organizational, and teamwork skills
• Must have the ability to be a team player and desire for teamwork

WHO WE ARE:

We’re a growing international software development company with a fast paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for the automotive industry.

You’ll be a part of our tight-knit group of individuals in our Park Ridge office who pride ourselves on treating each other like family.

PCMI’s employee benefits and perks are built around keeping you happy and healthy. We are committed to offering comprehensive packages that cover the spectrum of personal and professional needs to help our employees maintain a healthy work/life balance.

BENEFITS:

· Health and Dental insurance

· Long Term Disability insurance

· 401k with company matching

· Paid time off

· Paid holidays

· Parental Leave

· Annual Salary Review

· Certification Bonuses

PERKS:

· Lunch & Learns

· Professional Development

· Foodie Fridays

· Daily Fruit

· Frequent Outings and Celebrations

· Fun Office Contests

· Casual Attire

· Open Layout

Our Park Ridge office is in walking distance from the Blue Line and located right off I-90/I-294.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Park Ridge, IL 60068: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Microsoft SQL Server: 1 year (Preferred)
• B2B: 1 year (Preferred)

Work Location: One location

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