Technical Support -TAC - Advanced Business Systems Enterprise (ABSE)

Company Overview:
With over 800 employees, Mitchell provides technical information, productivity tools and services to the automotive repair and property and casualty industries. Mitchell has been providing automotive information to these industries since 1946 and is the preferred solutions provider to over 100,000 customers in the United States and Canada with over 137 product titles. Mitchell products are used by the major insurance companies in North America, as well as more than 50,000 collision repair shops. Mitchell offers a competitive compensation and benefits package including outstanding career growth opportunities.

 

The Technical Support Technician -TAC, located in Albuquerque, New Mexico USA, will be responsible for the Advanced Business System Enterprise (ABSE) products. ABSE is Mitchell's industry leading software systems used by collision shops throughout the U.S. and Canada to manage all aspects of their business operations.

 

Description:
Under minimal supervision, provide World Class technical support to Mitchell collision industry customer base. This position is the first line of technical support for Collision Repair management software. This position works in an inbound Technical Assistance Center and provides support to customers via telephone and written communications regarding installation, operation, troubleshooting and maintenance of PC based software products. Respond to customers politely, emphatically and maintain a professional, helpful attitude at all times. Document and research all inquiries or problems and enter in tracking system accurately and completely in accordance with departmental procedures.

 

Requirements:

 High school Diploma plus 2 years of college work in computer-related field, or equivalent job experience. Minimum 1-2 years technical support experience required, with emphasis on phone contact. Minimum 2 years experience working with PC hardware and Windows operating systems required. Knowledge of Windows 98/NT /2000/XP in a multi- user environment. Working knowledge of SQL server 2000/2005. Experience troubleshooting computer imaging and communications preferred. Ability to excel in a team environment. Good written/verbal communication skills. A Technical Assessment evaluation is administered prior to interview. Must be flexibility to work either 6AM -2:30PM or 9:30AM - 6PM shifts. Must be able to work from home office after training is complete. This position requires 100% phone and email support to external ABSE customers.