Careers

Who we are looking for: The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.What you will do: Actively and consistently support all efforts to simplify and enhance the customer experience.Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidentsProvide 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 toolsGather information to identify and assess the nature of incidents and problemsRecord incidents in support ticketing system to maintain a log for escalation to other teamsEscalate complex issues to higher-level technical resources as neededDevelop and maintain documentation to facilitate self-service problem solving and process improvementUtilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as requiredStay current with industry trends and emerging technologies to provide informed technical support.Perform additional duties as assigned. What you will need: High School or GED - required 2 - 3 year(s) Industry experience in a fast-paced, high-energy environmentAbility to read, write, speak and understand English. Experience supporting remote users over phone, email, chat and textExperience supporting enterprise systems and applications with a 24/7 user baseExperience using and troubleshooting both Windows and Mac operating systemsExperience supporting mobile iOS devices, like iPhones and iPadsDemonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientiousAbility to take ownership of user interactions and be proactive when dealing with user issuesAbility and desire to learn new technologies and skillsAbility to deal tactfully with persons in authority, co-workers, and members of the publicFamiliarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plusFamiliarity with ITIL standards and IT Security compliance standards and practices is a plus #LI-AM3