IT Technical Support Analyst

Job Description:
Technical Support Analyst

Location: 3 days onsite, 2 days remote in Deerfield Beach, FL

Type:
Contract

Responsibilities:

• Provide courteous and reliable responses to primary support inquiries.
• Address general SET inquiries, including dealer portal support and reports.
• Resolve customer questions, complaints, and requests, often involving dealer operations.
• Deliver high-standard, individualized customer service through email and telephone.
• Apply knowledge of the organization, products, related services, and policies to provide a variety of customer services.
• Conduct business and carry out responsibilities that support, promote, and foster JM Family culture and company values.
• Serve as the conduit between business partners and technical teams through triage, research, requirements, testing, and support.
• Strong collaboration and communication with technology teams, business teams, vendors, and subject matter experts to perform daily activities.
• Lead assigned initiatives, communicate status, issues, or risks to management and stakeholders.
• Creation and maintenance of technical and functional knowledge articles.
• Collaborate with external and internal customers and vendors to analyze business needs and work with teams on solutions.
• Document in detail business and system processes and requirements.
• Perform on-call responsibilities including nights, holidays, and weekends.
• Engage and communicate with senior management as appropriate.
• Learn and train on applications across the assigned Business Unit’s technology portfolio.
• Learn the processes and tools needed to perform the role effectively.
• Share dealer and business acumen that supports business objectives & delivers positive results.

Job Requirements:

• Must be willing to work outside of standard business hours to meet dealer and business demands.
• Must be willing to participate in on-call rotations.
• Bachelor's degree required or equivalent work experience.
• 2+ years' experience in Information Technology preferred.
• 2+ years automotive experience preferred.
• Experience working with dealership software preferred.
• Strong verbal and written skills are required.
• Demonstrates highly effective interpersonal skills and relationship management that creates trusting partnerships.
• Ability to package information and complex ideas in business-friendly and/or at an executive level is required.
• Proven ability to successfully deliver and steer initiatives of varying complexity and risk.
• Detail-oriented individual with strong planning and analytical skills.
• Self-starter with effective time management and communication skills.
• Demonstrated conflict management skills and experience required.
• Results-oriented individual with influencing capability.
• Experience in vendor management; developing mutually beneficial partnerships.
• Provide detailed summaries and execution plans to address key issues, trends, and projects to support transition and change management recommendations.
• Strong sense of urgency with an affinity for great customer service is required.
• Well-balanced acumen in technology, business, and the automotive industry.
• Proficient in Google Suite, Microsoft Suite, Salesforce, and other web-based applications.
• Minimal travel may be required.

Associate

Contract

Information Technology, Customer Service, and Administrative

Motor Vehicle Manufacturing, Motor Vehicle Parts Manufacturing, and Wholesale Motor Vehicles and Parts