Park Ridge, IL
Full-time


This full-time position will be responsible for providing front-line primary technical support to our clients on various technical issues and problems relating to our enterprise software. Responsibilities include, but are not limited to, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be tech-savvy and an excellent communicator who’s able to earn our clients’ trust.

Responsibilities:

  • Provide all 1st level contact for incoming client calls or requests
  • Respond to customer queries in a timely and accurate way, via phone, webinar, email, or chat
  • Work with cross functional teams to resolve customer issues and escalate complex problems to appropriate team members
  • Provide technical training to our clients (processing claims, adding a contract, etc.)
  • Effectively communicate clients’ change requests by writing functional design documents and provide to internal technical team
  • Follow up with technical team and customers to ensure technical issues are resolved
  • Communicate clearly the progress of daily/weekly/monthly/quarterly initiatives with clients and internal teams
  • Manage tickets via online tools such as JIRA, Confluence, Service Bench, etc.
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Create and maintain release notes to be sent to clients regarding updates to our software system

Requirements:

  • Experience providing support on web-based or enterprise software is required
  • 2+ years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support)
  • Excellent customer service and people skills
  • Strong troubleshooting, problem-solving, strategic thinking, organizational, and teamwork skills
  • Excellent written, verbal, and presentation skills
  • Highly self-motivated with the ability to manage time

Experience Preferred:

  • BA/BS degree
  • SQL
  • Previously employed at a software company
  • Software Development Lifecycle exposure
  • Ticketing software like JIRA, Confluence, Service Bench, etc.
  • Webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
  • Excellent customer service and people skills

Company Overview:

PCMI Corporation is a growing international software development company. Our modular platform, Policy Claim and Reporting Solutions™ (PCRS), supports and automates the full administration lifecycle of all extended warranties, F&I products, and service contracts – mainly for the automotive industry.

Our team members are given the opportunity to develop and grow professionally in a fast-paced, entrepreneurial work environment. Everyone is given the opportunity to work towards career goals by attending classes and achieving certifications that are eligible for bonuses. Our other Benefits offered include:

  • Health and dental insurance
  • 401k with company matching
  • Paid time off
  • Paid holidays
  • Maternity/paternity leave
  • And more!

This position is located in our Park Ridge, IL office, in walking distance from the Blue Line and right off I-90/I-294.

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