Overview
Entegral is seeking a motivated, adaptable, career-minded teammate who would like to utilize their skill set in a thriving agile-methodology environment. We offer competitive career advancement opportunities, a comprehensive benefits package and promote a work-life balance. We're in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.
ABOUT THE ROLE
The Technical Support Representative operates in a support center environment to provide professional, timely, and accurate resolution of inbound technology related problems for external customers. This position focuses on customer service, technical expertise, timeliness, efficiency, and quality-first contact resolutions.
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ABOUT ENTEGRAL
Entegral is a SaaS business-to-business solution that enhances the customer experience from the moment after an accident to the completion of the claim. Entegral is an integrated software platform that enables communication and collaboration between tens of thousands of collision repair shops, insurance providers and other industry professionals around the world. Owned by Enterprise Mobility, the world's largest car rental provider and operator of the Enterprise Rent-A-Car® brand, Entegral complements the value of Enterprise's acclaimed Automated Rental Management System (ARMS®) software by increasing efficiency throughout the claims process.
We are a global organization that strives to provide an inclusive environment where all employees can thrive. Our products reflect the diversity of our team and we work to ensure that our products meet the needs of all of our customers. At Entegral, we recognize the value of diverse perspectives in everything we do and strive to ensure employees of all backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. We refine and challenge our Agile mindset through various communities of practice, days of development, and innovation days.
Our culture values diversity, engagement, and discovery and we welcome you to join our team.
WHAT WE OFFER
We are a remote-first organization with remote and hybrid employees aligned to flexible teams from office locations in Missouri, Wisconsin and the United Kingdom. Residents of the following United States are invited to apply for remote work opportunities, as these are the locations Entegral has business licenses: AZ, CA, FL, IL, LA, MD, MI, MN, MO, NJ, NV, NY, OH, OR, TN, TX, VA, WA and WI.
Entegral is an equal opportunity employer committed to hiring a diverse workforce.
The compensation information below is provided in compliance with job posting disclosure requirements in New York.
Pay Range: [$46,000- $55,200]
Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operational business needs. Depending on the position, compensation may also include bonuses.
Entegral also offers a benefits package including paid vacation, paid parental leave, sick leave, and flex days; medical, dental, and vision insurance benefits; dependent spending account, health savings account, life and disability insurance; fertility benefits, Employee Assistance Programs; profit sharing and 401(k) employer match.
Responsibilities
- Provides remote customer service to resolve inbound Tier 1 technical issues for external customers such as logon access, network or computer issues, etc. while ensuring the highest-level of customer service following established professional protocol and operating in a helpful and timely manner
- Troubleshoots problems quickly to determine the appropriate resolution path; escalates complex issues to appropriate resource, following established escalation procedures
- Tracks activities using the appropriate systems, documenting issues with clear, concise and accurate information and documents troubleshooting process and procedure for each issue
- Assists with trend and root cause analysis; identifies and communicates problem trends; identifies and communicates gaps in department knowledge required to resolve specific problems
- Educates customers on appropriate problem resolutions to minimize repeat requests; provides timely follow-up.
- Assists with task automation and process improvements, as directed
- Maintains and adheres to established service level agreements to meet customer expectations and quality standards
- Protects our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities; follows security policies and procedures.
Additional Responsibilities:
- Seek to improve job performance through self-assessment, skill development, training and goal setting
- Maintain a regular and reliable level of attendance and punctuality
- Perform miscellaneous job-related duties as assigned
Equal Opportunity Employer/Disability/Veterans
#LI-REMOTE
Qualifications
Required:
- Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
- Must be at least 18 years of age
- High school diploma or GED
- 2+ years of recent experience (within the last 2 years) providing technical support to both internal and external customers
- 2+ years experience troubleshooting Windows operating systems
- 2+ years experience working with LAN/WAN architectures, routing, TCP/IP, and firewalls
- 1+ years experience working with teams; virtual teams preferred
- For flexible or full remote work from home positions, reliable high speed Internet connection and dedicated work space are required
- Must be located in one of the following locations: AZ, CA, FL, IL, LA, MD, MI, MN, MO, NJ, NV, NY, OH, OR, PA, TN, TX, VA, WA or WI
Preferred Skills:
- Speaks Spanish, French or both
- Ability to work in Pacific Standard Time zone
- Associate's Degree
- Intermediate knowledge on Office Suite, familiarity with pivot tables
- Prior experience with a remote assist tool, such as GoToAssist
- Familiarity of the auto repair or insurance industry