Support Services Consultant (Technical Support)
$52,000–$68,500 year
HybridSolana Beach, California, United States
Job Summary
Conduct diagnostic evaluation of customer and end-user needs, resolving technical issues via phone, email, and web-based remote-control assistance. Provide high-level professional support through various communication channels while participating in support coverage, staffing, and afterhours phone rotations. Deliver product training, assist with sales demonstrations, and present workshops during conferences. Offer on-site support during implementation go-lives and shadow engagements to reinforce best practices. Participate in QA and operational testing to validate new features and process improvements. Maintain current knowledge of Procede product offerings, integrations, and related technologies. This hybrid-remote role requires a 6 AM – 6 PM PT rotation schedule with up to 20% travel to include weekends and holidays. Candidates must be based in San Diego County or reside outside it for full remote eligibility.
Required Qualifications
- Must be available to work on a 6 AM – 6 PM PT (Pacific Time) rotation schedule
- Must be available to participate in a rotating schedule for weekend, after-hours, and holiday support
- Must be available to travel up to 20% of the time to possibly include weekends and holidays
- Ability to obtain a Real ID for domestic and a passport for international travel, as requested
- Bachelor's degree in Computer Science, Business Administration, or a related field preferred; equivalent work experience may be considered
- Experience within the commercial truck or automotive industry, dealer management systems, system analysis, data processing, or software implementation lifecycle strongly preferred
- Prior experience in a customer-facing supportive or consultative role, preferred
- Ability to sit at a desk, computer terminal or meeting table for a long period of time
- Ability to use hands and fingers or adaptive equipment to safely operate assigned equipment
- Ability to lift up to 20 lbs
- Ability to use telephone frequently for a long period of time, and to hear and speak clearly by telephone
Desired Qualifications
- Effectively work with Procede Software management, staff, and customers; communicate clearly, concisely and accurately with people, verbally and in writing; practice good time management and organizational skills; strong decision making and problem-solving skills; and exceptional professional behavior
- The ability to communicate technical issues to non-technical users/customers
- Beginner to intermediate knowledge of dealership management systems (DMS), Microsoft Windows, Microsoft Office Suite, and related technologies
- experience with MS SQL Server, Crystal Reports, interfaces, conversions, or software installation and troubleshooting is a plus
- Ability to perform numerous tasks and to prioritize efficiently and effectively all assigned tasks
- Must be team oriented and have strong interpersonal skills; be reliable and dependable
- Has professional poise and comfort with leading discussions with client decision makers and end-users
- Takes initiative to seek knowledge utilizing all available resources
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