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ACV Auctions // online auto auctions
Buffalo    Posted: Friday, November 01, 2019
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ACV Auctions is reinventing a $100 billion industry through an online, wholesale vehicle marketplace that provides car dealerships a more effective & transparent way of buying & selling wholesale vehicles through 20-minute auctions. Our technology modernizes the entire arc of auction operations, providing third- party inspections, account management, title & payment processing, managing arbitration & transportation. The company strives to be the most trusted source in the industry for dealers to buy & sell wholesale vehicles. The company is growing 300% year-over-year & recently completed a $93 million Series D funding round from investors such as Bessemer Venture Partners & Bain Capital Ventures.

Who we are looking for

ACV Auctions is looking for a Technical Support Administrator 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. The working hours will primarily be weekdays 12:30PM 9:00PM, including occasional weekends.

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

What we will offer

  • Competitive salary & benefits
  • Upbeat & innovative culture
  • Free snacks
  • Professional training opportunities
  • Flexible schedules

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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