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Customer Service & Support Analyst

Wilmington, North Carolina
Topline, a Keystone Automotive Operations company, is seeking a Customer Service Representative to join our Point of Sale System Customer Support Team!

Are you looking for a UNIQUE opportunity to learn and GROW with a NEWER part of our business?
 
Our Topline team is looking for a customer focused, enthusiastic and organized professional to work directly with our customers who have, or are interested in, purchasing our Topline Point of Sale (P.O.S) System.
 
WHAT TO EXPECT:
  • Contact and schedule software installs with new P.O.S. customers
  • Provide staff training for new P.O.S. customers
  • Identify recurrent training needs to increase efficiency and customer retention
  • Provide 2nd level technical support for Topline Point-of-Sale system for internal and external users.
  • Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
  • Work with Sales, Customer Service, & Level 1 support teams to resolve issues.
  • Work closely with POS Development teams, as needed, to pass on relevant user feedback and to address issues and develop solutions.
  • Continually assimilate updates and changes into training and support functions.
  • Relies on experience and judgment to plan and accomplish goals. The individual works under general supervision. A certain degree of creativity and latitude is required.
  • Limited travel to attend company trade shows and possible on-site installation/training/support.
  • Assumes other duties as assigned.
REQUIRED SKILLS:
  • Must be able to effectively communicate across all levels within an organization.
  • Must have a familiarity with and basic understanding of the fields, concepts, practices, and procedures spanning both computer hardware and software.
  • Must be a self-starter and possess excellent organization, time management, and communication skills.
  • Knowledge of Dealer Management Systems & Point-of-Sale systems are a bonus
  • Strong oral & written communications skills.

 
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