Customer Support Engineer I (CRM)

Tekion•Butler, OH

About The Position

Tekion is seeking an enthusiastic Customer Support Engineer to help deliver excellent customer experiences. The role supports dealership clients with CRM-related issues, coordinates communications about support issues, and helps keep the support team aligned with processes and deliverables. It involves working independently and collaboratively in an agile environment, researching and resolving application issues, and documenting technical knowledge.

Requirements

At least 5 years of experience as an Application Support Engineer or Customer Support Engineer.
At least 1–2 years of experience in the automotive industry, preferably supporting a DMS or CRM.
Previous experience in application, production, or product support.
Ability to learn and master employer-specific software.
Complex problem-solving skills.
Written and verbal communication skills.
Ability to diagnose and address application issues.
Ready to work rotational shifts.
Experience supporting CRM software.

Nice To Haves

CRM experience in an automotive environment.
Basic understanding of IoT and software.
Knowledge of APIs and coding skills.
Working knowledge of SQL, Mongo databases, and basic network configuration.

Responsibilities

Take ownership of customer issues and see them through to resolution.
Research, diagnose, troubleshoot, and identify solutions for system issues.
Follow standard procedures to escalate unresolved issues to appropriate internal teams.
Understand the application functionally and technically.
Use internal databases or external resources to provide accurate technical solutions.
Ensure issues are properly logged.
Prioritize and manage multiple open issues.
Prepare accurate and timely reports.
Document technical knowledge in notes and manuals.
Coordinate and communicate with dealership clients regarding support issues.
Help keep the support team on track and aligned with processes and deliverables.