Enterprise Holdings Senior Support Analyst - ARMS Business Solutions - Anaheim, CA in Anaheim, California

ARMS Business Solutions is a web-based vendor providing services and software solutions to insurance companies, vehicle manufacturers, fleets and collision repair centers. Our mission is simple: to bring all stakeholders in the collision repair industry together in a way that benefits everyone. Our web-based software solutions are designed to enhance performance management with complete transparency, concise measurements, and seamless data integration. We believe in the power of key performance indicators to drive improvement.

We’re looking for an ambitious and talented career-minded professional who would like to make a difference utilizing their skill set, while working in a thriving agile-methodology environment. We offer competitive career opportunities, great benefits and promote a work-life balance.

As a Senior Support Analyst, you will provide professional and technical leadership in a support center environment. In this role, you will provide professional, timely, and accurate resolution of inbound technology related problems. You will focus on leadership, customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions. In addition, you will provide instruction and guidance to less senior team members on new tasks and assignments, as needed.

Key Responsibilities:

  • Provide 1st and 2nd level customer service to end-users for items received via the Help Desk, phone, and email

  • Install, diagnose, repair, maintain, and upgrade hardware and software, ensuring optimal operation and minimal downtime via remote control technology

  • Perform corporate server maintenance and backups

  • Troubleshoot PC hardware, network, and Windows OS issues

  • Log all Help Desk items into the Help Desk System and ensure that all necessary information is collected to reproduce and that calls are closed in a timely manner

  • Identify and suggest other company products and services, where appropriate

  • Provide reliable phone coverage

  • Accurate documentation

  • Schedule/attend customer meetings

Equal Opportunity Employer/Disability/Veterans

Required:

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future

  • 2+ years of experience in a customer focused technical support role

  • Must have professional experience working with Windows XP, Win7, and Windows 10 operating systems, LAN/WAN architectures, routing, TCP/IP, firewalls, e-commerce applications, and n-tier application/database architectures

  • Experience with Microsoft Excel, Word and PowerPoint

  • Must be detail oriented with the ability to multitask and work independently

  • Must have strong analytical and time management skills with the ability to adapt quickly and reprioritize as needed

  • Must have clear communication and strong telephone skills

  • Must have displayed leadership and team centric skills and strong solution orientation

  • Individual must have flexibility with schedule

  • Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:

  • Work experience in a collision center or an insurance company is a plus

  • Prior experience with a remote assist tool, such as GoToAssist is a plus

  • Bachelor's degree in Computer Science or related field is preferred

Street 2: Orange County - Anaheim

External Company Name: Enterprise Holdings

External Company URL: www.erac.com

Requisition Number: 2018-263867