Customer Support Analyst - L1

The Company

Constellation R.O. Writer Inc. (ROW) is a leading automotive software business and an innovative market leader with a long history of success in serving independent and franchised automotive repair shops. Their software helps these shops increase efficiency, predictability, and profits which has allowed ROW to become the trusted partner for over 4,000 businesses across North America.

ROW was recently acquired by The Perseus Group, an operating group of Constellation Software Inc. Constellation, together with its subsidiaries, acquires, builds, and manages vertical market software businesses in the United States, Canada and internationally. Constellation Software Inc. is a public company that trades on the Toronto Stock Exchange under (TSX: CSU).

The Role

Provide initial/tier one technical product support to R.O. Writer Customers via phone and email, and other channels as needed, by handling inquiries and troubleshooting basic technical product-related issues. Have a direct impact on the ability of R.O. Writer customers to successfully utilize the applications at all phases of the customer lifecycle and overall customer satisfaction.

Job Responsibilities

• Escalate complex or urgent issues as needed.
• Diagnose, recommend or perform minor remedial action to correct known issues and attempt to resolve unknown moderately complex technical issues or unexpected results.
• Instruct customers in the use of installation, configuration, and user manuals.
• Be the first point of contact to answer customer support calls and emails, working with all levels of customer users, management, and technical staff.
• Provide reasonable workarounds to resolve unexpected results or system limitations.
• Use the R.O. Writer ticketing system to record issue, testing, resolution, and administrative tasks.
• Rotating after hours/Saturday support

Competencies

• Teamwork
• Customer centric focus
• Listening skills
• Strong written/verbal communication skills
• Technical aptitude; analytical and critical thinking skills

Qualifications

• Customer support experience of enterprise software.
• Customer centric focus
• Commitment to/track record of consistent issue resolution and customer follow up
• Technical aptitude; analytical and critical thinking skills
• Aptitude in software and operating system troubleshooting techniques/methodologies.

Business Unit:

R.O. Writer

#R.O. Writer