Application / Technical Support Specialist

AutoPlay Automotive Ltd. is a software technology business and part of the growing Vela APX Group. We help automotive dealerships convert their hard-won Leads to buyers through better Lead management technology and customer handling processes. Currently we have an opportunity for an enthusiastic Technical Support Superstar to join our team.

AutoPlay works with dealerships and dealer groups in the automotive space. Our core services include Listing data import/export, Lead management through our software; Sales Pipeline tool, email sales tools, Analytics and automation with plans for much more in the future

In this role you will deliver professional product support to our dealership and enterprise customers. You will work mostly via the telephone, online and video conference to provide technical support and ensure our product is working seamlessly for our customers businesses.  Previous support or helpdesk experience is an advantage, but what you really need is the ability to troubleshoot, problem solve and logically collect information to help diagnose and assist our development team. An analytical mindset to find and provide solutions for customers and the communication skills to be able to clearly convey information to the wider team is critical to the role. The ability and discipline to remember and follow established processes will also be essential to your success in this role.

If you love working with people and solving technology challenges, in a fun, friendly and fast paced environment, we want to hear from you. You will bring your great customer focus and reliable team ethic to this role - we love self-starters who are motivated and bring their best to every situation.  You will demonstrate that you are technically savvy and be confident to prove it. You will need to be a fast learner and pick up new skills and knowledge within a fast-paced environment. If you are looking for an opportunity to be involved with variety and challenges in your day-to-day work, we want to hear from you.

Your responsibilities will include:

• Daily phone, online video and web-based dealership support for our software products at highly technical level including ad hoc product guidance and training.

• Troubleshooting reported issues with browser-based web applications on Desktop, Tablet and Smartphone.

• Supporting our Customer Experience Team and other staff members with internal support where required to help them manage their customers.

• Using our CRM and Support ticketing system to update and accurately keep track of all customer support activities.

• Interaction with Development for escalation and QA issues.

• Professional and high-quality interaction with clients - you have to genuinely love helping solve problems.

• Onboarding new clients with AutoPlay services including Data Aggregation, Lead Management, Automation & more.

To be successful you will:

• Demonstrate the capability to analyse issues and provide solutions.

• Prioritise and manage your workload effectively.

• Document and log time activities and outcomes.

• Demonstrate the ability to self-organise and improve.

• Make reasonable but tough technical decisions.

• Ability to identify root cause of issues so ensure similar incident will not reoccur.

• Be punctual (both start and end work time).

• Validate tasks after they are actioned on.

• Customer service experience in a technology setting will be an advantage.

• A professional manner and great work ethic.

• A passion for teamwork.

• Not afraid to pick up the phone or use online video meeting.

• Relevant tertiary or diploma level qualifications an advantage but not essential - we just want to know you can learn

• Ability and eagerness to learn new complex IT tools and web-based systems.

• Fantastic organisational skills: you must be able to manage multiple tasks simultaneously. Ability to approach problems logically, troubleshoot and collect information to help your problem solve.

• Strong written and verbal English and communication skills.

• Able to keep focus without being distracted.

• Willing and able to demonstrate most, if not all of the requirements stated.