Support Analyst- ARMS Business Solutions- Anaheim, CA
Anaheim, CA

Job Description

Overview

ARMS Business Solutions is a web-based vendor providing services and software solutions to insurance companies, vehicle manufacturers, fleets and collision repair centers. Our mission is simple: to bring all stakeholders in the collision repair industry together in a way that benefits everyone. Our web-based software solutions are designed to enhance performance management with complete transparency, concise measurements, and seamless data integration. We believe in the power of key performance indicators to drive improvement.

We're looking for an ambitious and talented career-minded professional who would like to make a difference utilizing their skill set, while working in a thriving agile-methodology environment. We offer competitive career opportunities, great benefits and promote a work-life balance.

Responsibilities

This position is based in Anaheim, CA

The ARMS Business Solutions Implementation & Technical Support Analyst serves as a member of the Service Desk and provides prompt, high quality support to end users and internal associates, resolving many issues immediately. The Analyst enters all items into the Help Desk system for tracking and resolution, addressing and escalating issues in a timely manner. This person will also be responsible for knowing, supporting, and building the knowledge base for ABS products, services and technologies.Key Responsibilities:

* Provide 1st and 2nd level customer service to end-users for items received via the Help Desk, phone, and email • Install, diagnose, repair, maintain, and upgrade hardware and software, ensuring optimal operation and minimal downtime via remote control technology• Perform corporate server maintenance and backups• Troubleshoot PC hardware, network, and Windows OS issues• Log all Help Desk items into the Help Desk System and ensure that all necessary information is collected to reproduce and that calls are closed in a timely manner• Identify and suggest other company products and services, where appropriate• Provide reliable phone coverage• Accurate documentation• Schedule/attend customer meetings

(Hours: 6:00am- 5:00pm PDT)

Equal Opportunity Employer/Disability/Veterans

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 possess minimum of 12 months' customer service (or technical support) experience
* Must have professional experience working with Windows XP, Win7, and Windows 10 operating systems, LAN/WAN architectures, routing, TCP/IP, firewalls, e-commerce applications, and n-tier application/database architectures
* Experience with Microsoft Excel, Word and PowerPoint
* This position requires a detail oriented individual with an ability to multitask and work independently
* Must have strong analytical and time management skills with the ability to adapt quickly and reprioritize as needed
* Must have clear communication and strong telephone skills
* Must have displayed leadership and team centric skills and strong solution orientation
* Individual must have flexibility with schedule
* Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:

* Work experience in a collision center or an insurance company is a plus
* Prior experience with a remote assist tool, such as GoToAssist is a plus
* Bachelor's degree in Computer Science or related field is preferred