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Impact Management Services Ii, Llc Remote Assist Programming Technician in Southfield, Michigan

h1Remote Assist Programming Technician/h1h1Job Overview/h1This position serves as a back-up to RAP Leads, participates in product testing and accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources in a Call Center Environment.h1Responsibilities and Duties/h1ulliAnswering all inbound phone calls./liliAnswering inbound Phone requests from clients in a timely fashion./liliDocumenting customer interactions properly within the CRM as a matter of record./liliProvide accurate information to customers using online OEM resources as needed./liliProgramming onboard modules correctly/liliPositive position the value of the solution(s) provided./liliTroubleshooting Kit Failures and Escalating when needed./liliServes as a backup to RAP Leads when needed./liliMay be assigned additional higher risk dutiesrojects./liliParticipates in product testing/liliOther duties as assigned/li/ulh1Qualifications/h1ulliHigh School Diploma or GED/liliMastered all duties of RAP Tech I:ulliStrong Windows Operating System Familiarity/liliMicrosoft Office familiarity/liliStrong problem-solving capability/liliAbility to communicate effectively both verbally and in writing with customers/li/ul/liliConsistent outstanding productivity/liliConsistently low Session/Ticket Error Rate/liliConsistently provides excellent customer service/liliExhibits ldquo;can dordquo; attitude/liliAbility to multi-task/li/ulh1Preferred Qualifications/h1ulliOE/Dealer level diagnostic and programming experience./liliAutomotive Repair experience/education/liliASE Certification(s)/liliFamiliarity with SLAs and meeting Metrics./liliCollision Automotive experience a plus./liliFamiliarity with preost scanning of automobiles./liliCollision automotive experience/liliBilingual a plus but not required/li/ul