Technical Support Specialist

Responsibilities:

Customer Support

• Respond to client inquiries related to Impel product functionalities, and troubleshooting issues to ensure timely and accurate solutions.
• Document client interactions to maintain a detailed support history.
• Proactively identify and address common AI issues by analyzing support trends and suggesting preventive measures or FAQs to reduce future client inquiries.
• Track and follow up on open client cases, ensuring issues are resolved within agreed timelines and maintaining client satisfaction through consistent updates.
• Deliver an exceptional customer experience, timely and thorough communication, and represent the Impel brand in every interaction.
• Handle incoming support requests (by phone, email, and chat) to ensure that all customer inquiries are resolved promptly and accurately.
• Manage customer issues from discovery through resolution, demonstrating the ability to triage issues and manage customer expectations
• Ensure all incoming customer requests and concerns are resolved in an urgent, professional, and personable manner
• Communicate directly with clients, third parties and internal teams to understand, diagnose and resolve technical issues.
• Provide timely escalation of complex or high priority issues to advanced teams.
• Provide training and/or reasonable workarounds to resolve technical issues.
• Use a ticketing system to record issues, resolution, and administrative tasks.

Technical Skill

• Diagnose, troubleshoot, and resolve common AI-related issues, escalating complex cases as needed.
• Develop and maintain a deep understanding of Impel’s AI solutions to effectively support clients and provide insights on best practices.
• Familiarity with front-end development and coding languages a plus; (HTML, Bootstrap, PHP, Python)
• Have (or a willingness to develop) Deep internal product knowledge for all Impel products.
• Use advanced troubleshooting methodologies to analyze, diagnose, and resolve end-user issues, which can range from simple to more complicated technical issues.
• Experience working with AI technology is a plus.
• Actively contribute to the team’s knowledge base by sharing insights from client interactions and troubleshooting cases, helping to enhance the overall support team's effectiveness.

Communication and Collaboration

• Adept at solving complicated technical problems while working with customers who have a wide range of skill sets
• Excellent organizational, interpersonal, and communication (written and verbal) skills
• Train and educate dealer staff to maximize utilization and provide direction for success
• Utilize Gainsight and Salesforce to document and track customer inquiries and interactions
• Work cross-functionally to deliver customer delight
• Excellent communication abilities, with a knack for explaining technical concepts.
• Perform other related duties such as participating in various projects, pilot groups, or initiatives

Other:

• Maintains confidentiality of work-related issues, records, and company information.
• Exceptional organization and time management skills with the ability to handle multiple projects simultaneously
• Excellent interpersonal, and communication (written and verbal) skills
• Demonstrates a sense of urgency, and a commitment to getting the job done.
• Ability to successfully work independently and as a productive member of a team
• Ability to work in a fast-paced ever-changing environment while solving problems quickly and creatively
• Effectively work collaboratively and cross-functionally with a wide range of people with different skill sets
• Maintain a polished and professional attitude. Communicate issues with facts, suggestions, and possible resolutions.
• Demonstrates a commitment to Impel Values.