Technical Support Engineer 2

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About Us:

Job Overview:

Technical Support Engineer

As a Technical Support Specialist (L1), you must possess superior problem-solving and communication skills and have a working knowledge of web-building software, basic HTML & CSS website coding principles and best practices. You have experience working in a support role related to websites and web interfaces. Collaborating closely with the Customer Success, OEM and Development teams and vendor partners, you ensure timely resolutions to website-related requests. You are service-oriented, curious, flexible, enjoy investigating, analyzing, and solving problems and can work independently as well as in collaboration with other team members. You are not afraid to ask questions! Your academic and professional experience has instilled a sense of urgency without compromising the integrity of results. You will develop and maintain a strong understanding of the automotive industry, company culture, products, services, and integrated marketing strategies. Knowledge of Salesforce, Jira, and automotive inventory management is a plus. 

Responsibilities

Attain working knowledge of Team Velocity’s products, processes, integrated strategies and our proprietary technology platform, Apollo® 

Prioritize and resolve website support-related requests in a timely and accurate manner via email, phone, and web submission 

Assist Onboarding, OEM and Customer Success teams with maintenance of website content and inventory management as needed 

Analyze, document and report product malfunctions and technical issues via company tracking systems; escalate issues as needed 

Keep up to date with the latest product enhancements and functionality 

Additional Responsibilities

Be a student of the industry! Hone your understanding of the automotive industry, company culture, products, services, strategic communication planning and integrated marketing strategies. 

Assist customers using Apollo® web-building programs 

Collaborate with cross-functional teams including account managers, vendors, developers, and content creators to resolve complex issues 

Requirements

Bachelor’s degree 

3+ years of relevant experience in Customer Support or similar role 

Understanding of HTML, CSS, web-building software, and content management systems 

Ability to quickly learn new software programs and systems 

Exceptional organization, prioritization, time management skills, and comfortable managing multiple tasks in a fast-paced environment 

Strong customer-facing communication and interpersonal skills 

Problem solver with an ability to communicate technical issues clearly and concisely 

Positive attitude with patience and empathy displayed through all interactions