Technical Support Associate (On-Site)

AUTOMOBILE PROTECTION CORPORATION•Harahan, LA

58d•Onsite

About The Position

The Technical Support Associate provides reliable technical assistance to customers and dealership partners. In this role, you will drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues. You will develop a broad understanding of customer and dealer needs while supporting a knowledge-sharing mindset, methodology, and tools. The position requires accurate documentation of all activities and communications. You will be part of a collaborative team dedicated to solving complex technical challenges, delivering exceptional customer service, and supporting product installations at dealerships as required. This position also serves as an admin of the Sales and Support Office manager and provides back-up support. This is an on-site position

Requirements

Associate degree or equivalent experience in a technical field (e.g., engineering, IT, mechanical, or electrical).
1–3 years of experience in technical support, customer service, or field service preferred.
Strong diagnostic, troubleshooting, and problem-solving skills.
Excellent written and verbal communication abilities.
Proficiency in using CRM, ticketing, and documentation systems.
Willingness to travel to dealerships for installation and support (as needed).
Ability to work independently and collaboratively in a fast-paced environment.
Customer-focused mindset with commitment to quality service and professionalism.

Responsibilities

Provide prompt and professional technical support to customers and dealerships via phone, email, and in-person communication.
Facilitate issue identification and analysis through active listening, inquiry, and diagnostic evaluation.
Investigate, troubleshoot, and resolve technical issues efficiently to minimize downtime.
Conduct root cause analysis and replicate issues to confirm solutions.
Document all interactions, findings, and resolutions in the support tracking system.
Build and maintain strong relationships with customers and dealer partners to promote satisfaction and retention.
Assist with the installation and setup of products at dealerships as required.
Provide on-site technical support, ensuring products are properly configured and functioning.
Deliver hands-on training or guidance to dealership personnel as needed to ensure smooth product adoption.
Coordinate with internal teams to address and resolve field issues promptly.
Contribute to internal and external knowledge bases by documenting solutions and best practices.
Support continuous improvement initiatives to enhance technical support efficiency and customer experience.
Collaborate with cross-functional teams to identify and implement process enhancements.
Participate in team meetings and training sessions to expand technical expertise and business acumen.
Provide timely follow-up and proactive communication to ensure customer satisfaction.
Maintain professionalism and clarity in all interactions, representing the company’s values and standards.
Escalate unresolved issues appropriately to ensure prompt resolution.
Assist with answering incoming phone calls and routing appropriately.
Support the Office Manager with administrative tasks including:
Billing collection and follow-up on past due invoices.
Packing and preparing shipping boxes for outgoing deliveries.
Serve as backup to the Office Manager when needed, ensuring continuity of office operations.