IT Technical Support Analyst Job at Gravity IT Resources in Deerfield Beach

Job Description: Technical Support Analyst

Location: 3 days onsite, 2 days remote in Deerfield Beach, FL

Type: Contract

Responsibilities:

• Provide courteous and reliable responses to primary support inquiries.
• Address general SET inquiries, including dealer portal support and reports.
• Resolve customer questions, complaints, and requests, often involving dealer operations.
• Deliver high-standard, individualized customer service through email and telephone.
• Apply knowledge of the organization, products, related services, and policies to provide a variety of customer services.
• Conduct business and carry out responsibilities that support, promote, and foster JM Family culture and company values.
• Serve as the conduit between business partners and technical teams through triage, research, requirements, testing, and support.
• Strong collaboration and communication with technology teams, business teams, vendors, and subject matter experts to perform daily activities.
• Lead assigned initiatives, communicate status, issues, or risks to management and stakeholders.
• Creation and maintenance of technical and functional knowledge articles.
• Collaborate with external and internal customers and vendors to analyze business needs and work with teams on solutions.
• Document in detail business and system processes and requirements.
• Perform on-call responsibilities including nights, holidays, and weekends.
• Engage and communicate with senior management as appropriate.
• Learn and train on applications across the assigned Business Units technology portfolio.
• Learn the processes and tools needed to perform the role effectively.
• Share dealer and business acumen that supports business objectives & delivers positive results.

Job Requirements:

• Must be willing to work outside of standard business hours to meet dealer and business demands.
• Must be willing to participate in on-call rotations.
• Bachelor's degree required or equivalent work experience.
• 2+ years' experience in Information Technology preferred.
• 2+ years automotive experience preferred.
• Experience working with dealership software preferred.
• Strong verbal and written skills are required.
• Demonstrates highly effective interpersonal skills and relationship management that creates trusting partnerships.
• Ability to package information and complex ideas in business-friendly and/or at an executive level is required.
• Proven ability to successfully deliver and steer initiatives of varying complexity and risk.
• Detail-oriented individual with strong planning and analytical skills.
• Self-starter with effective time management and communication skills.
• Demonstrated conflict management skills and experience required.
• Results-oriented individual with influencing capability.
• Experience in vendor management; developing mutually beneficial partnerships.
• Provide detailed summaries and execution plans to address key issues, trends, and projects to support transition and change management recommendations.
• Strong sense of urgency with an affinity for great customer service is required.
• Well-balanced acumen in technology, business, and the automotive industry.
• Proficient in Google Suite, Microsoft Suite, Salesforce, and other web-based applications.
• Minimal travel may be required.

Seniority level

Associate

Employment type

Contract

Job function

Information Technology, Customer Service, and Administrative

Industries

Motor Vehicle Manufacturing, Motor Vehicle Parts Manufacturing, and Wholesale Motor Vehicles and Parts