Location
North Barrington, IL
Department
Idealease Business Systems
Direct Report
Ingrid Freund (ingridfreund@idealease.com)
Start Date
Summary
Under general supervision, provide first-line software support to all Idealease Business System users as well as users of other Idealease proprietary systems. Answer questions, diagnose problems, and clearly communicate solutions in a user-friendly, professional manner. Track and maintain data for various programs and report monthly to management. Perform other duties as required.
Due to COVID-19 this is temporarily a remote position. Must be local to the Chicagoland area.
Responsibilities
- Responsible for assisting with the technical support of customers via phone, email, and remote log-in
- Diagnose basic technical or software issues and advise the user on appropriate action to resolve
- Research questions using available information resources
- Identify and redirect problems to the appropriate resource
- Identify and escalate situations requiring urgent attention
- Stay current with system information, changes, and updates
- Conduct quality assurance testing of software and prepare user documentation
- Follow procedures on logging and documenting customer interactions
- Maintain existing tracking system for management reporting
- Remain organized in a fast-paced regularly changing environment
Skills
- Excellent written and verbal communication skills
- Strong analytical and problem-solving skills
- Excellent listening skills
- Strong attention to detail
- Ability to learn quickly
- Ability to multi-task
- Stress tolerance
Education / Training
- Associate degree or equivalent experience
- Working knowledge of Microsoft Office including Word, Excel, Outlook
- Basic knowledge of database technology is a plus
- Basic understanding of accounting/bookkeeping is helpful
Experience
Customer service experience
