Enterprise Support & Solutions Admin II

The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents
• Provide first level, basic to intermediate technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools
• Gather information to identify and assess the nature of incidents and problems
• Record incidents in support ticketing system to maintain a log for escalation to other teams
• Escalate complex issues to higher-level technical resources as needed
• Develop and maintain documentation to facilitate self-service problem solving and process improvement
• Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required
• Stay current with industry trends and emerging technologies to provide informed technical support.
• Perform additional duties as assigned.

• High School or GED - required
• 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment
• Ability to read, write, speak and understand English.
• Experience supporting remote users over phone, email, chat and text
• Experience supporting enterprise systems and applications with a 24/7 user base
• Experience using and troubleshooting both Windows and Mac operating systems
• Experience supporting mobile iOS devices, like iPhones and iPads
• Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Ability to take ownership of user interactions and be proactive when dealing with user issues
• Ability and desire to learn new technologies and skills
• Ability to deal tactfully with persons in authority, co-workers, and members of the public
• Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus
• Familiarity with ITIL standards and IT Security compliance standards and practices is a plus

Pulled from the full job description

• Employee stock purchase plan
• AD&D insurance
• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance, If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere., At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer:
• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.