Technical Support Manager jobs in Lansing, MI

Technical Support Specialist | The Shyft Group, Inc. | Charlotte, MI

Regular Employee | Hourly Non-Exempt

Who we are:

At The Shyft Group we are driven to deliver. Proudly the North American leader in specialty vehicles, our portfolio of last-mile delivery vehicles, work trucks, and motorhome chassis bring people, goods, and services where they need to be.

We are strengthened by nine industry-leading brands -- Utilimaster, Blue Arc, Royal Truck Body, DuraMag, Magnum, Strobes-R-Us, Spartan RV Chassis, Red Diamond, and Builtmore. Over 4,000 employees across ten states and two countries work independently and together as one team under Shyft, building chassis, vehicle bodies, and accessories that improve every route, every run, every ride.

Empowered by a supportive, inclusive, and highly entrepreneurial culture, every person behind our brands is given the tools they need to make a positive contribution to the company, their community, and their families. Together under the Shyft umbrella, our teams drive new synergies that bring innovations to life on the road - for an experience that is safer, more satisfying, more rewarding all around.

With 50 years and millions of miles behind us, we continue to charge forward - leading the commercial vehicle transition to electric, innovating across all our brands, and earning our position among Fortune's 100 Fastest Growing Companies.

What you'll do:

The Technical Support Specialist position is responsible for receiving, recording, and reconciling customer / end user technical questions on use and implementation of computer products, in a timely and professional manner.

JOB RESPONSIBILITIES:
* Answer incoming customer telephone calls in a courteous and professional manner
* Assist customers/end users with questions on product installation, usage, and implementation
* Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner
* Answer customer inquiries and provide appropriate technical and/or product-related information
* Rely on instructions and pre-established guidelines to perform the functions of the job
* Escalate complex inquiries
* Research and resolve customer complaints
* Obtain customer feedback information
* Effectively communicate customer issues and concerns to all applicable internal staff members
* Document all contacts, actions, and responses in helpdesk tracking system
*Organize and maintain a file system; correspondence, and other records
* Maintain working knowledge of products and/or services
* Prepare reports and correspondence, as needed
* Other tasks as assigned

What you need to be successful:

* Associate degree in information technology, computer science, or related field preferred
* 2 years of related technical support experience
* Excellent attendance
* Positive attitude
* Strong and consistent attention to detail
* Self-motivated with the ability to stay on task
* Team oriented
* Capable of comprehensive listening (understanding the message(s) that is being communicated)
* Proven customer service skills
* Experience training users of all levels to be proficient using computer-based applications
* Versatile, flexible, and a willingness to work within constantly changing priorities
* Proficient with a variety of desktop and internet applications
* Experience with cell phones, smart phones, tablets
* Hands-on experience installing/reinstalling operating systems and applications. This includes network, printer, and other driver software
* Must be familiar with common office automation applications (e.g., Microsoft Office, including Outlook, etc.)
* Knowledge of:
o Network structure, security, and function
o Network printer function and the ability to troubleshoot printing problems
o VoIP phone functions and the ability to troubleshoot problems
o Windows operating systems
* Able to:
o Effectively prioritize and execute tasks in a high-pressure environment
o Develop a thorough understanding of company's IST products and services
* Strong:
o Communication skills, verbal and written
o Interpersonal skills
o Organizational, problem-solving, and analytical skills

Why The Shyft Group?

We believe that when our people thrive personally and professionally, our business thrives. We are committed to offering comprehensive benefits programs that stay healthy, feel secure, and maintain a work/life balance.

Equal Employment Opportunity (EEO)

The Shyft Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran or status as a qualified Individual with a Disability, or any other characteristic protected by applicable federal, state or local law. If you have a disability and would like to request an accommodation in order to apply, please email us at careers@theshyftgroup.com.