Support Services Consultant (Technical Support)

Description

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.

Why Procede? - This is what our Chief Customer Officer has to say...watch this video 

**MUST** be available to work on a 6 AM – 6 PM PT (Pacific Time) rotation schedule 

Primary Job Responsibilities

• This position 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.
• Continually builds and fosters customer relationships and engages customers with ongoing contact.
• Assists in the maintenance of internal documentation of standards for work order record-keeping and response guidelines.
• Keeps informed and current on Procede product offerings, integrations, and related components.
• May be called upon to deliver product training (in-person or virtually), assist with sales product demonstrations, and present material or workshops during conferences or events. As needed, this position will also provide support for internal business units, including special projects and various other tasks as assigned by Procede management, such as the development and revision of written product documentation or conducting product training for customers and co-workers, as needed.
• 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.
• Manage the Support Open Queue during periods when team members are engaged in on-site activities or special projects.
• Support the Post-Live Implementation queue as needed to maintain continuity of service.
• Participate in QA and Operational testing to validate new features, updates, and internal process improvements.

Desired Qualifications/Skills   

• 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.
• Demonstrate beginner to intermediate level knowledge of the Procede Software DMS, and all operating system software as it relates to the product(s). Knowledgeable of interfaces, conversion, ODBC, MS SQL Server, basics of Crystal Reports; MS Office Suite, Windows and beyond. Be able to install software and troubleshoot software and peripherals as needed.
• 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. Ability to proactively mentor new team members.
• Has professional poise and comfort with leading discussions with client decision makers and end-users.
• Takes initiative to seek knowledge utilizing all available resources.

Requirements 

• Bachelor’s degree preferred in related field, such as Computer Science or Business Administration, preferred. Relevant work experience may be substituted.
• Relevant experience within the commercial truck or automotive industry, dealer management systems, system analysis, data processing type activities, or full implementation life cycle, strongly preferred.
• Prior experience in a customer-facing supportive or consultative role, desired.
• 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.
• Must be available to respond to weekend, after hours, and holiday phone support calls on a rotating schedule.

Physical Requirements: 

• Ability to sit at a desk, computer terminal or meeting table for a long period of time
• Ability to use hands and fingers or adoptive equipment to safely operate assigned equipment
• Ability to lift up to 20 lbs
• Ability to use telephone frequently for a long period of time, and to hear and speak clearly by telephone

The Exciting Stuff

Benefits 

• Medical, Dental and Vision 
• Competitive Compensation 
• Paid Time Off (PTO) 
• Volunteer Day Off (VDO) 
• 14 Paid Holidays 
• Lifestyle & Wellness Reimbursement  
• Retirement Plan with Company Match 
• Work equipment (laptop, monitor(s), keyboard, mouse, etc.) 
• Destination office in Solana Beach, CA 
• Hybrid work schedule 

Location and Compensation

This is a hybrid-remote role; candidates based in San Diego county are expected to work a minimum of one day per week in the office, those residing outside of San Diego county will be considered fully remote. The salary range for this role is $25 – $32 per hour, depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.

In addition to our comprehensive benefits package, our company encourages and supports career development. We are equally invested in our employees’ success and believe in a partnership where individuals can grow professionally. 

Culture 

We work hard and play hard; we strive to create a culture that is as equally challenging as it is fun and rewarding! Please view our social media pages to get a glimpse of our company sponsored events: 

Facebook: https://www.facebook.com/procedesoftwareofficial/ 

LinkedIn: https://www.linkedin.com/company/procede-software 

We are proud of our company and welcome you to visit our website to see why and learn a little bit more about us https://www.procedesoftware.com/company/. 

We hope you are interested in our Company and our Support Services Consultant role and welcome anyone to apply!

Procede Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Procede will not sponsor applicants for immigration-related benefits.