Support Engineer - West Coast

National Carwash Solutions•Atlanta, GA

7d•Hybrid

About The Position

We are looking for a talented, dedicated Support Engineer to join our high-five team and take part in the continued growth of our dynamic company. AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before. AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands. No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth. In addition to AMP, the NCS family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow.

Requirements

Bachelor's degree
0-2 years of general work experience
Excellent communication skills
Ability to simplify and communicate complex information
Passion for problem-solving
Exceptional logic skills and attention to detail, and the ability to pick up complex topics
Experience with analyzing data and presenting your insights for escalation
Self-motivated, proactive, and results-oriented
Comfortable working under pressure and balancing the demands of multiple stakeholders
Always ready to adopt new concepts, technologies, and tools as the company grows

Responsibilities

Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management.
Foster trust, loyalty, and advocacy among customers.
Utilize the app and its supporting databases and systems to provide unparalleled customer support for the app, the management platform, and our kiosks.
Leverage multiple systems to identify known and novel error types to resolve issues impacting the user experience.
Identify recurring patterns, anomalies, and potential issues.
Analyze error codes, messages, and timestamps to pinpoint root causes.
Maintain detailed records of error logs, investigations, and resolutions.
Create internal documentation for common error scenarios and their solutions.
Share insights with relevant team members to improve system reliability.
Develop a deep understanding of our app and its features.
Stay up to date with the latest product developments and enhancements.
Demonstrate and communicate product functionality, benefits, and value propositions to customers as dictated by support requests.
Create and update customer-facing documentation, FAQs, and knowledge base articles to facilitate self-service support as new features are released.
Maintain regular, proactive communication with local and remote team members via email, video conferencing, instant messaging, and project management tools to ensure effective collaboration and alignment on project objectives and timelines.