Support Services Consultant (Technical Support)

Procede Software LP•Solana Beach, CA

13d•$52,000 - $68,500•Hybrid

About The Position

Since 2001, Procede Software has been a leading provider of enterprise-level Dealer Management Solutions (DMS) for the heavy-duty truck and ancillary markets. Serving dealer locations throughout the United States, Canada, and Australia, the industry’s leading dealerships trust Excede to run their business because of its full functionality across all dealership departments, high reliability, and strong integration with their OEM providers. Excede, its powerful DMS, leverages the strength of Microsoft® SQL technology to provide advanced Windows® and browser-based applications with real-time information. Procede Software is seeking a dedicated and service-oriented Support Services Consultant to join our growing Support Services team. In this role, you will play a key part in delivering high-quality support to our valued customers. We're looking for individuals who demonstrate professionalism, strong communication skills, and a genuine commitment to customer satisfaction. You will be responsible for identifying, analyzing, and resolving technical issues, ensuring our clients receive timely and effective solutions that support their continued success.

Requirements

Bachelor's degree in Computer Science, Business Administration, or a related field preferred; equivalent work experience may be considered
Experience within the commercial truck or automotive industry, dealer management systems, system analysis, data processing, or software implementation lifecycle strongly preferred
Prior experience in a customer-facing supportive or consultative role, preferred
Must be available to participate in a rotating schedule for weekend, afterhours, and holiday support
Must be available to travel up to 20% of the time to possibly include weekends and holidays; ability to obtain a Real ID for domestic and a passport for international travel, as requested

Nice To Haves

Effectively work with Procede Software management, staff, and customers; communicate clearly, concisely and accurately with people, verbally and in writing; practice good time management and organizational skills; strong decision making and problem-solving skills; and exceptional professional behavior
The ability to communicate technical issues to non-technical users/customers
Beginner to intermediate knowledge of dealership management systems (DMS), Microsoft Windows, Microsoft Office Suite, and related technologies; experience with MS SQL Server, Crystal Reports, interfaces, conversions, or software installation and troubleshooting is a plus
Ability to perform numerous tasks and to prioritize efficiently and effectively all assigned tasks
Must be team oriented and have strong interpersonal skills; be reliable and dependable.
Has professional poise and comfort with leading discussions with client decision makers and end-users
Takes initiative to seek knowledge utilizing all available resources

Responsibilities

Provides effective diagnostic evaluation of customer and end-user needs, and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint
Provides customers and internal business units with a high level of professional and positive support and service, via a variety of communication channels, including but not limited to, phone, email, and web-based remote-control assistance
Participates in support coverage, staffing, and afterhours phone rotations, including review and coverage for team office absences
Provide support queue coverage to ensure timely customer response and uninterrupted service during onsite customer engagements and other operational needs
Continually builds and fosters customer relationships and engages customers with ongoing contact
Keeps informed and current on Procede product offerings, integrations, and related technologies
May be called upon to deliver product training, assist with sales product demonstrations, present material or workshops during conferences or events, support the development and revision of product documentation and training materials, and assist with special projects as assigned
Provide on-site support during Implementation go-lives to ensure successful transitions and issue resolution
Shadow on-site engagements to assist customers requiring additional support and reinforce best practices
Participate in QA and Operational testing to validate new features, updates, and internal process improvements