Starting Salary: $48K year (or higher with listed technical experience)

Job Summary: This position is a versatile and customer-focused CARDIO Desk Support & Onboarding Specialist. This role is crucial in providing technical support and ensuring a smooth onboarding process for customers using CARDIO. This position requires a tech-savvy person with excellent communication skills and eagerness to take on additional tasks as needed to support our growing business.

Key Responsibilities:

Service Desk Support:

• Provide first-level technical support to CARDIO customers via phone, email, and chat
• Diagnose and troubleshoot software-related issues, escalating complex problems to higher-level support when necessary
• Document and track support requests, resolutions, and follow-up actions in the ticketing system, ensuring issues are resolved in a timely manner
• Maintain a deep understanding of CARDIO to assist and train customers effectively, as well as proactively identify potential issues
• Collaborate with other teams, including our development, product, and customer success vendors, to resolve customer issues and improve user experience

Onboarding Support:

• Guide new customers through the onboarding process, ensuring they are set up for success with CARDIO
• Conduct product training sessions and provide resources to help customers effectively use CARDIO
• Work closely with the sales and account management teams to ensure a seamless transition from sale to onboarding
• Create and maintain onboarding documentation and resources for both internal use and customer reference
• Assist MTN and CARDIO team members as needed

Technical Knowledge:

• Proficiency with Jira, Excel (PivotTables, XLOOKUP), Canva, Notion, and HubSpot
• Basic SQL skills are preferred

Additional Responsibilities:

• Participate in the development and improvement of support processes and tools
• Organize, curate, and interpret CARDIO reports
• Assist in creating and updating knowledge-based articles, manuals, and other support documentation, as well as create educational materials for dealerships and customers
• Contribute to special projects, including product testing, process optimization, customer feedback initiatives, onsite installations, marketing, and product demos and webinars
• Participate in quality assurance, compliance processes, testing new releases, and logging issues
• Support software updates and patches, communication changes, and potential impacts to users
• Collect and analyze data on user behavior, product usage, and support interactions to inform decision-making
• Participate in risk assessments and contribute to the development of mitigation strategies for potential product and service risks
• Participate in MTN training sessions, hosting events, meetings, and teaching
• Create CARDIO assets (customer and client plans and journeys), attachments, materials, PowerPoints, alerts, and memos, as well as aid in preparing CARDIO materials for installations
• Attend CARDIO meetings, take notes, and track action items
• Aid in CARDIO installs and client visits. This position requires periodic travel
• Complete any tasks assigned by Sr MTN leadership

Key Competencies:

• Critical Thinking:
  • Analyze issues, identify root causes, and evaluate solutions to resolve technical and customer-related challenges efficiently.
  • Use sound judgment to prioritize tasks, troubleshoot problems, and make informed decisions that support both customer satisfaction and operational effectiveness.
• Attention To Detail: Ensure all customer interactions and issues are documented accurately
• Teamwork: Collaborate effectively with various teams to ensure customer satisfaction and product improvements
• Flexibility: Open to taking on new challenges and tasks outside the standard scope of the role
• Time Management: Prioritize and manage multiple tasks efficiently in a fast-paced environment
• Communication Skills:
  • Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
  • A customer-first mindset with the ability to handle difficult situations professionally and empathetically
• Problem-Solving: Excellent analytical and troubleshooting skills, as well as a proactive approach to resolving issues
• Adaptability:
  • Ability to quickly learn new technologies and adapt to changing business needs
  • Willingness to take on additional tasks and responsibilities as needed to support team and company goals
• Initiative & Ownership:
  • Proactively anticipate customer and team needs, identify opportunities for improvement, address challenges before they become problems, and take ownership of responsibilities.
  • Demonstrate accountability by following through on tasks, resolving issues, and ensuring commitments are completed in a timely and effective manner.

We offer Excellent Compensation Packages:

We offer our team an excellent benefits package including medical, dental, vision and flex spending options! We have a very competitive 401k plan with company matching contributions!

MTN Automotive Training is an Equal Opportunity Employer

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.