Software Support Manager jobs in California

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 currently seeking a Support Services Consultant to augment our esteemed Support Services team. We are actively seeking individuals who embody professionalism, enthusiasm, and a profound dedication to customer satisfaction. As a vital member of our team, you will be tasked with delivering unparalleled support to our valued Procede Software clientele. Leveraging your expertise and discerning judgment, you will adeptly identify, investigate, and resolve technical issues, thereby ensuring seamless operational continuity for our esteemed customers.

Why Procede? This is what our Chief Customer Officer (CCO) has to say.... watch this video

**MUST** be available to work on a 6 AM – 6 PM PT (Pacific Time) rotation schedule

Primary Job Responsibilities

• Provide 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
• Accurate documentation, tracking, and monitoring of the problem from start to completion to ensure full resolution
• 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
• Continually builds and fosters customer relationships and engages customers with ongoing contact
• Helps maintain customer profile records with accurate information
• Assists in the maintenance of internal documentation of standards for work order record-keeping and response guidelines
• Keeps informed and current on Procede product offerings, integrations, and related components
• May deliver product training, assist with sales product demonstrations, and present material or workshops during conferences or events

Desired Qualifications/Skills

• 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
• Knowledgeable of interfaces, conversion, ODBC, MS SQL Server, basics of Crystal Reports; MS Office Suite, and Windows and beyond
• Ability to install software and troubleshoot software and peripherals as needed
• Ability to perform numerous tasks and to prioritize efficiently and effectively all assigned tasks
• Must be available to respond to weekend, after hours, and holiday phone support calls on a rotating schedule
• Must be team oriented and have strong interpersonal skills; be reliable and dependable with ability to proactively mentor new team members
• 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 or Business Administration, preferred (experience may be substituted for education)
• Relevant experience within the commercial truck or automotive industry, dealer management systems, system analysis, data processing type activities, or full implementation life cycle, preferred
• Prior experience in a customer-facing supportive or consultative role, desired

Physical Requirements:

• Ability to spend 6-7 hours a day either sitting or standing, sitting at a desk, computer terminal or meeting table
• Ability to lift up to 25 lbs
• Ability to use the telephone frequently for long periods of time, and to hear and speak clearly by telephone
• Must be able to calmly and professionally respond to frequent deadlines for related tasks, and prepare work on short notice
• Must be able to calmly and professionally respond to angry or frustrated customers/staff by telephone or face-to-face

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 $23 – $31 an hour, 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! Please view our social media pages to get a glimpse of our company sponsored events:

Facebook: https://www.facebook.com/procedesoftwareofficial/

LinkedIn: https://www.linkedin.com/company/procede-software

We are proud of our company and welcome you to visit our website to see why and learn a little bit more about us https://www.procedesoftware.com/company/.

We hope you are interested in our Company and our Support Services Consultant role and welcome anyone to apply! 

Please be sure to add notifications@app.bamboohr.com to your email contact list to ensure delivery of all correspondence from us.

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.