Support Services Consultant (Technical Support)

Support Services Consultant

Since 2001, Procede Software has been a leading provider of enterprise-level Dealer Management Solutions (DMS) for the heavy-duty truck and ancillary markets. Serving dealer locations throughout the United States, Canada, and Australia, the industry's leading dealerships trust Excede to run their business because of its full functionality across all dealership departments, high reliability, and strong integration with their OEM providers. Excede, its powerful DMS, leverages the strength of Microsoft SQL technology to provide advanced Windows and browser-based applications with real-time information.

Procede Software is seeking a dedicated and service-oriented Support Services Consultant to join our growing Support Services team. In this role, you will play a key part in delivering high-quality support to our valued customers. We're looking for individuals who demonstrate professionalism, strong communication skills, and a genuine commitment to customer satisfaction. You will be responsible for identifying, analyzing, and resolving technical issues, ensuring our clients receive timely and effective solutions that support their continued success.

Primary Job Responsibilities

• This position provides effective diagnostic evaluation of customer and end-user needs, and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint
• Provides customers and internal business units with a high level of professional and positive support and service, via a variety of communication channels, including but not limited to, phone, email, and web-based remote-control assistance
• Participates in support coverage, staffing, and afterhours phone rotations, including review and coverage for team office absences
• Provide support queue coverage to ensure timely customer response and uninterrupted service during onsite customer engagements and other operational needs
• Continually builds and fosters customer relationships and engages customers with ongoing contact
• Keeps informed and current on Procede product offerings, integrations, and related technologies
• May be called upon to deliver product training, assist with sales product demonstrations, present material or workshops during conferences or events, support the development and revision of product documentation and training materials, and assist with special projects as assigned
• Provide on-site support during Implementation go-lives to ensure successful transitions and issue resolution
• Shadow on-site engagements to assist customers requiring additional support and reinforce best practices
• Participate in QA and Operational testing to validate new features, updates, and internal process improvements

Desired Qualifications/Skills

• Effectively work with Procede Software management, staff, and customers; communicate clearly, concisely and accurately with people, verbally and in writing; practice good time management and organizational skills; strong decision making and problem-solving skills; and exceptional professional behavior
• The ability to communicate technical issues to non-technical users/customers
• Beginner to intermediate knowledge of dealership management systems (DMS), Microsoft Windows, Microsoft Office Suite, and related technologies; experience with MS SQL Server, Crystal Reports, interfaces, conversions, or software installation and troubleshooting is a plus
• Ability to perform numerous tasks and to prioritize efficiently and effectively all assigned tasks
• Must be team oriented and have strong interpersonal skills; be reliable and dependable.
• Has professional poise and comfort with leading discussions with client decision makers and end-users
• Takes initiative to seek knowledge utilizing all available resources

Requirements

• Bachelor's degree in Computer Science, Business Administration, or a related field preferred; equivalent work experience may be considered
• Experience within the commercial truck or automotive industry, dealer management systems, system analysis, data processing, or software implementation lifecycle strongly preferred
• Prior experience in a customer-facing supportive or consultative role, preferred
• Must be available to participate in a rotating schedule for weekend, after-hours, and holiday support

Travel Requirements

• Must be available to travel up to 20% of the time to possibly include weekends and holidays; ability to obtain a Real ID for domestic and a passport for international travel, as requested

Physical Requirements

• Ability to sit at a desk, computer terminal or meeting table for a long period of time
• Ability to use hands and fingers or adaptive equipment to safely operate assigned equipment
• Ability to lift up to 20 lbs
• Ability to use telephone frequently for a long period of time, and to hear and speak clearly by telephone

The Exciting Stuff

Benefits

• Medical, Dental and Vision
• Competitive Compensation
• Paid Time Off (PTO)
• Volunteer Day Off (VDO)
• 14 Paid Holidays
• Lifestyle & Wellness Reimbursement
• Retirement Plan with Company Match
• Work equipment (laptop, monitor(s), keyboard, mouse, etc.)
• Destination office in Solana Beach, CA
• Hybrid work schedule

Location and Compensation

This is a hybrid-remote role; candidates based in San Diego county are expected to work a minimum of one day per week in the office, those residing outside of San Diego county will be considered fully remote. The salary range for this role is $52,000 - $68,500 per year, depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.

In addition to our comprehensive benefits package, our company encourages and supports career development. We are equally invested in our employees' success and believe in a partnership where individuals can grow professionally.

Culture

We work hard and play hard; we strive to create a culture that is as equally challenging as it is fun and rewarding!

Procede Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Procede will not sponsor applicants for immigration-related benefits.