Customer Support Representative

Software Support Representative 

Location: Arlington, TX is preferred, but remote is an option 

Permanent, Direct Hire 

The Company 

Ideal and c-Systems are the leading dealership management software providers for Outdoor Power Equipment, Powersports, Agriculture and Golf Car dealerships in North America.  

The Job 

We are seeking a Software Support Representative to provide customer support for our suite of products, including accounting. In this role, you are expected to demonstrate deep understanding of our software, and efficiently address customer questions on usage or troubleshoot problems, ultimately improving customer satisfaction with our products.   

Successful candidates must have a passion for software, exceptional problem-solving abilities, strong work ethic, and a keen drive to help others.  

Responsibilities 

Learn the industry we serve, our product offerings, and the challenges faced by our customers: 

• Acquire in-depth knowledge of our suite of products and add-on modules 

• Maintain basic bookkeeping skills to address common accounting issues (journal entries, financial reporting, reversing transactions, reconciliations, etc.) 

• Develop an understanding of dealership operations and the business processes our products support 

• Attend key industry events and user conferences as required 

Deliver best in class customer service to our customers: 

• Respond to incoming emails, calls, and chats from customers, aiming to resolve issues on the spot or track them for later follow up, with a goal of taking 7-10 tickets per day 

• Maintain a closure rate of 80% or higher for tickets on the same day they are opened 

• Master the ability to triage numerous tasks at the same time while providing excellent customer support 

• Own every customer interaction, ensuring timely follow-up communications and aiming for a 98% or higher customer satisfaction (CSAT) score on ticket follow up surveys 

• Contribute to the enhancement of the Knowledge Base by creating new articles 

• Assist with testing and replicating software and hardware problems reported by customers, and troubleshoot these issues 

• Support fellow team members in making follow-up calls to address customer issues 

• Continuously enhance your customer service skills through ongoing education on platforms like LinkedIn Learning and Open Sesame 

Keep data in our internal tools up-to-date and correct: 

• Maintain high levels of Ticket Accuracy in monthly audits (95% or higher) 

• Complete special projects and tasks as assigned by the Support Team Lead 

Profile of a Successful Candidate: 

• 2+ years of software service experience 

• Strong computer troubleshooting skills 

• Bookkeeping experience or knowledge 

• Working with QuickBooks, Peachtree or a Business Management System with Accounting would be an asset 

• Experience working at a dealership would be an asset 

• Ability to develop a strong knowledge of software products and service offerings and ability to troubleshoot to resolve customer inquiries 

• Proven track record of working with customers via phone to build relationships and ascertain concerns and provide guidance with respect to questions or issues 

• Willingness to interact with customers in a professional, productive manner that enhances customers’ experience 

• Strong organizational skills to interact with multiple customers over the course of the day 

• Attention to detail and diligence when updating internal tools