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Enterprise Holdings Senior Support Specialist- ARMS Business Solutions- Madison, WI in Madison, Wisconsin

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.

The Senior Support Specialist supports and works closely with all members of the organization, including software developers, product management team and management to understand our Saas products and quickly triage and resolve or escalate production incidents to minimize the impact to our customers. This position is responsible for resolving and documenting inbound technology-related issues for known and newly discovered issues. In addition to saving the day, you will also coordinate command center activities including incident management, communication for all audiences, and website messages. Other areas of responsibilities include Problem and Change management process coordination.

  • Experienced professional with a general understanding of Saas and how to support it.

  • Uses advanced knowledge of professional concepts and company objectives to resolve a wide-range of moderately complex issues in creative and effective ways.

  • Become the subject matter expert in various technologies used by the team.

  • Analyze data and prepare reports to identify trends and opportunities for improvement.

  • Focus on operational and tactical activities with the ability to encourage a sense of urgency around critical production issues.

  • Assist in facilitation of various meeting for change, incident and problem management as well as continuous improvement initiatives

  • Create knowledge management articles.

  • Escalates complex issues; resolves moderately complex issues; recommends potential solutions to issues; follows established escalation procedures.

  • Participate in the development of best practice policies and procedures to be followed.

  • Builds, fosters and maintains relationships within the organization as well as with vendors.

  • May represent team in cross departmental meetings.

  • May informally coach and mentor less senior team members individually.

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

  • Effective planning, organization and time management skills.

  • Effective analytical and problem solving skills.

  • Understanding the software development lifecycle.

  • Proven ability to work in a dynamic cross-functional environment when operating in a crisis situation

  • 2+ years of experience providing support for a SaaS product or application.

  • Excellent communication skills and ability to translate technical details to any audience

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

Preferred:

  • Effective planning, organization and time management skills.

  • Effective analytical and problem solving skills.

  • Understanding the software development lifecycle.

  • Proven ability to work in a dynamic cross-functional environment when operating in a crisis situation

  • 2+ years of experience providing support for a SaaS product or application.

  • Excellent communication skills and ability to translate technical details to any audience

  • Bachelor's degree and 2+ years of related experience OR equivalent combination of education and experience

Street 2: Madison

External Company Name: Enterprise Holdings

External Company URL: www.erac.com

Requisition Number: 2019-283486

Enterprise Holdings/Enterprise Rent-A-Car/Alamo Rent A Car and National Car Rental seeks and values people of all backgrounds because every employee, customer and business partner is important. Enterprise Holdings is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or protected veteran status and will not be discriminated against on the basis of disability. If you have any difficulty using our online system and you need an accommodation due to a disability, you may use this alternative email address to contact us about your interest in employment.

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