Technical Support Operations Lead

Ethos Group is seeking a professional customer support facilitator to lead and assist in all aspects of the automotive dealership clients, deploying and adopting Ethos Group technologies. This involves translating technical concepts to non-technical audiences, answering questions, and ensuring successful adoption.

Key Attributes for Success at Ethos Group:

Positive Attitude: Maintain a positive outlook and professional demeanor.

Humility: Approaches work with a growth mindset, welcoming feedback and collaboration.

Team-Oriented: Prioritize team success over individual achievements.

Professionalism: Articulate communicator and professional appearance.

Adaptability: Flexible and open to change.

Eagerness to Learn: Demonstrate a strong desire to learn and excel.

Initiative: Show the ability to work independently and collaboratively.

Core Responsibilities:

Industry Learning: Quickly learn and understand the automotive industry and the company's technologies.

Customer Operations Support: Develop detailed implementation plans, timelines, support, and deployment strategies with internal teams and field representatives.

Communication & Collaboration: Act as a bridge between technical teams and clients, explain technical concepts to non-technical audiences, gather client requirements, and build strong relationships. Communicate project progress and updates to field representatives and team members.

Client Training & Support: Provide training and ongoing support to ensure clients can effectively use Ethos Group technologies.

Problem-Solving & Troubleshooting: Identify, analyze, and resolve the root causes of incidents to prevent them from recurring.

Documentation: Create and maintain comprehensive project documentation, including support plans, user guides, FAQs, and troubleshooting guides.

Process Improvement: Identify areas for improvement in the customer lifecycle and recommend solutions.

Analytical Skills: Identify and resolve complex technical issues and analyze data to identify areas for improvement.

Project Management Skills: Manage projects, track progress, and ensure timelines and budgets are met.

Knowledge and Skills:

Proficiency in the Microsoft Office Suite, ServiceNow

Familiarity with computer hardware and troubleshooting

Qualifications:

Bachelor’s degree in business administration, Data Science, Data Analytics, Computer Science, Information Technology, or a related field.

Schedule:

Monday to Friday