Call Center Analyst

Located in Littleton, CO

Salary: $23.00

 

Express Employment Professionals of Littleton is seeking a Technical Support Representative for a growing client in Littleton. This role combines customer service and technical support, assisting auto dealers, financial institutions, sales teams, and end users with automotive electronics products and related software applications.

The ideal candidate enjoys troubleshooting technical issues, delivering exceptional customer service, and working in a fast-paced, team-oriented environment.

Key Responsibilities

• Provide professional telephone and email support for automotive electronics products and supporting software applications.
• Troubleshoot hardware, software, connectivity, and user-related issues.
• Research, identify, and resolve technical issues for auto dealers, financial institutions, end users, and internal sales teams.
• Escalate complex issues to the appropriate support level when necessary.
• Ensure customer concerns are resolved effectively and in a timely manner.
• Assist customers with software implementation, setup, and ongoing support.
• Accurately document all customer interactions and issue resolutions within the support ticketing system.
• Contribute to the development and maintenance of internal knowledge base articles and training materials.
• Maintain strong relationships with customers and business partners through excellent service and communication.
• Meet or exceed established performance metrics, including response times, customer satisfaction, and ticket resolution goals.
• Provide feedback and recommendations for process improvements.
• Develop expertise in company products, automotive electronics, and wireless communication technologies.
• Serve as a subject matter expert for assigned products and services.
• Complete additional duties and special projects as assigned.

Qualifications

• Automotive, automotive electronics, or 12-volt wiring experience preferred.
• Previous customer service, help desk, or technical support experience preferred.
• Strong computer skills and experience assisting users in a service-oriented environment.
• Working knowledge of Microsoft operating systems and internet-based applications required.
• Basic understanding of networking and internet connectivity concepts preferred.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Self-motivated, organized, and able to manage multiple priorities.
• Ability to communicate effectively with both technical and non-technical users.
• Experience assisting customers in high-pressure or challenging situations is a plus.
• Bilingual English/Spanish is highly desirable.
• Flexibility with work schedules and business needs.

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