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About the Role
The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating, and resolving incidents and technical requests involving internal platforms, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of IT support services. The Administrator will serve as a liaison between internal users and the Business, Product & Engineering and Information Technology organizations.
Responsibilities
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents.
- Provide first level, basic to intermediate technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools.
- Gather information to identify and assess the nature of incidents and problems.
- Record incidents in support ticketing system to maintain a log for escalation to other teams.
- Escalate complex issues to higher-level technical resources as needed.
- Develop and maintain documentation to facilitate self-service problem solving and process improvement.
- Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required.
- Stay current with industry trends and emerging technologies to provide informed technical support.
- Perform additional duties as assigned.
Requirements
- High School or GED - required
- 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment
- Ability to read, write, speak and understand English.
- Experience supporting remote users over phone, email, chat and text
- Experience supporting enterprise systems and applications with a 24/7 user base
- Experience using and troubleshooting both Windows and Mac operating systems
- Experience supporting mobile iOS devices, like iPhones and iPads
- Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
- Ability to take ownership of user interactions and be proactive when dealing with user issues.
- Ability and desire to learn new technologies and skills.
- Ability to deal tactfully with persons in authority, co-workers, and members of the public.
- No immigration or work visa sponsorship provided for this position.
Skills
- G-Suite
- Okta
- Slack
- Zoom
- Zendesk
- PagerDuty
- Jira
- Mixpanel
- Instabug
- ITIL standards
- IT Security compliance standards and practices
Experience Level
- 2 - 3 year(s) Industry experience
Education Level
- High School or GED
Benefits
- Multiple medical plans including a high deductible, low cost health plan
- Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
- Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
- Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
- Employee Stock Purchase Program with additional opportunities to earn stock in the Company
- Retirement planning through the Company’s 401(k)
About the Company
- ACV is a technology company that has revolutionized how dealers buy and sell cars online.
- We are transforming the automotive industry.
- ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions.
- We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable.
- We are disruptors of the industry and we want you to join us on our journey.
- Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.
Equal Opportunity
- At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves.
- We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination.
- ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic.
- We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
- If you have a disability or special need that requires reasonable accommodation, please let us know.