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ACV Auctions // online auto auctions
 
Buffalo, NY    Posted: Tuesday, June 08, 2021
 
   
 
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JOB DETAILS
 

ACV Auctions is the leading dealer-to-dealer, online automotive marketplace in the nation. We bring transparency to every transaction from start to finish, ensuring peace of mind & value for our customers. We do this with a combination of the industrys best technology & the worlds best people. As a result of our teams tireless effort & dedication, were growing at a staggering rate. ACV is attracting new people from widely different backgrounds & geographies who are invested in the genuine belief that we are creating something special.

Who we are looking for

ACV Auctions is looking for a Technical Support Associate to help support the organization by triaging, escalating & resolving incidents & technical requests involving our internal platform & systems. The successful candidate must possess excellent communication & customer service skills as well as a demonstrated ability to follow through on tasks, pay attention to details, & work independently as well as part of a team, sometimes amid ambiguity. The Tech Support Admin will be part of a team serving as a liaison between our customers & the business & engineering organizations. 

What you will do

  • Monitor incoming Help Desk tickets & accurately categorize & prioritize incidents
  • Provide first level technical support to users of ACVs auction platform & associated systems; responding to support queries either in-person or remotely via phone, text message, email, Slack & other remote support tools
  • Gather information to identify & assess the nature of incidents
  • Record incidents in support ticketing system to maintain a log for escalation to other teams
  • Escalate complex issues to higher-level technical resources as needed
  • Develop & maintain both internally & externally facing documentation
  • Other duties as assigned

What you will need

  • Excellent customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, & conscientious
  • Ability to take ownership of user interactions & be proactive when dealing with user issues
  • Ability & desire to learn new technologies & skills
  • Excellent written & verbal communication skills
  • Ability to present & discuss technical information in a way that establishes rapport & gains understanding
  • Ability to deal tactfully with persons in authority, co-workers, & members of the public
  • Familiarity with tools such as G-Suite, Slack & Zendesk is a plus

 ACV Auctions is an equal opportunity employer (EOE) & all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

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