Technical Support Representative

US-MI-Ann Arbor
FLSA Status
Non-Exempt
Type
Regular Full-Time

Mission

Responsible for handling front line inbound telephone calls and written or internet based inquiries from customers regarding a wide variety of Hollander hardware and software products. Technical Support Representatives will be responsible for supporting all MS Windows and Super Dos based Hollander products. Support includes diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software installations.

Position 80s

To provide technical support with the software our customers use to succeed in purchasing end of life vehicles confidently, identify and inventory all parts of value, use data to operate efficiently and make better decisions, and help them sell them through all channels of demand.

  1. Deliver timely support to Hollander customers
    1. Achieve a minimum 80% service level for customers calling for support
    2. Achieve an average of 0:16:45 talk plus wrap time or less
  • Achieve a First Request Resolution score of 80%
  1. Deliver quality support to Hollander customers
    1. Achieve customer survey scores of 92% or above
    2. Achieve a service quality observation score of 85% or above
  2. Contribute to building support infrastructure
    1. Accurately documenting all client interactions in approved CRM
    2. Contribute to building and maintaining our issue knowledgebase

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed