Product Utilization Expert

Charlotte, NC

Do you enjoy helping clients solve problems by getting the most out of their apps and technology to drive business? Do you prefer to interact with many clients in short bursts to build relationships across the country rather than long monotonous engagements?

AutoUpLink Tech connects automotive retailers with their customers by designing easy to use, captivating web and native software applications managed on a single platform. We help retailers coordinate interaction with each consumer throughout the customer lifecycle from initial acquisition to vehicle ownership, delivering a transparent consumer experience that improves customer acquisition and retention. Our team includes brilliant people who share the goal to free companies from buying expensive, difficult-to-use, enterprise software. It’s exciting stuff. And you can be part of it.

Work with amazing people doing amazing things. You’ll learn heaps and be challenged daily. Bring passion and dedication to your job and there’s no telling what you could accomplish.

As a Product Utilization Expert you will train and educate software users about how to maximize their individual and team utilization of our products. By delivering primarily online software training courses as well as face-to-face training at client sites, you will share your product expertise with clients by first identifying individual and team business needs relates to utilization of our products. You’re a problem-solver and amazing with customers! You’re enthralled by the way things work, and have the ability to multitask across systems and applications. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You’re not only here to help customers understand our products, but also provide an incredible customer experience. And as our customers’ frequent point of contact, you’ll be the friendly voice of AutoUpLink Tech, providing award-winning customer service, troubleshooting, and product guidance. We’ll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs, which reminds them that behind our great products are amazing people.

The CustomerSuccess team you will work in is a collaborative, customer-facing, problem-solving machine! We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We exceed customer expectations and strive to resolve the majority of customer inquiries during the first touch by phone, email or chat.

Responsibilities

  • Learn how to use all the software products that our customers license and inquire for guidance about;
  • Represent: yourself and AutoUpLink Tech with integrity, honesty and professionalism. No exceptions.
  • Respond to Inquiries: Whether it be a new training inquiry that needs an initial response or a phone call from a customer who was trained months ago, respond to exceed expectations. Every. Single. Time.
  • Document Customers & Your Activities: document interactions with customers including information cross-functional team members can leverage in their roles;
  • Follow established training processes to transfer knowledge professionally and to ensure each customer receives product knowledge to exceed expectations;
  • Use the customer support, issue tracking software to open, update and close customer training inquiries based on work performed;
  • Report/escalate issues identified during training sessions through the appropriate channels for resolution;
  • Effectively communicate information with his/her team members and customers alike;
  • Deliver solutions to any issues identified during training, as well as mentoring new employees or cross-functional team members;
  • Proactively identifying ways to avoid recurrence of customer issues or questions by regularly improving processes, reviewing technical articles, and recommending changes;

Qualifications

  • Curious & Inquisitive: Curiosity is the single most important trait of a top trainer. At the most basic level, someone who is curious asks questions--and lots of them. Questions lead to conversations, and conversations beget engagement.
  • Generous Problem Solver: Training is about a generous exchange of knowledge. Someone who is generous approaches each interaction with the idea, "How can I help?" rather than, "What can I do to receive a good customer survey?" It is the choice to be generous with one’s time, one’s ideas, and one’s advice that moves a customer from wary to willing.
  • Meticulous Listener: A meticulous person knows that the devil is in the details. She makes sure that she speaks only about product functionality that is appropriate for the client in question. She pays careful attention to what the customer asks for and delivers training accordingly. She keeps careful notes on each discussion with the customer, so she always can be thinking about ways to help build on the customer's expectations as the relationship grows.
  • Mission Oriented: goal oriented is super. really. But we’re on a mission and we’re looking for candidates whose personal mission intermingles well with ours;
  • Insatiable Student: technology evolves quickly, constantly influencing clients’ perception about their needs. Our team members must keep up and not wait for granular guidance from inside our dojo. Seek knowledge about the new technologies, trends and innovations as well as new releases to our products;
  • Self motivated with the ability to work independently (a la Jason Bourne);
  • Black Belt level time management & organizational skills;
  • A desire to thrive in fast paced and ambiguous situations;
  • Strong self-motivation doesn’t require frequent direction, willing and able to put in extra time and effort as necessary;
  • Ability to manage multiple assignments all within tight timeframes;
  • Stout communication, interpersonal and problem solving skills;
  • Minimum three years recent, applicable professional software training experience;
  • Proficiency with laptop running Windows OS (Windows 7 or 8) or Mac (preferably) for day-to-day use;
  • B.A. or B.S. Degree, or equivalent;

Bonus Points for:

  • Enterprise software experience;
  • Automotive Retail experience;
  • Proficiency using a CRM application to document training efforts and client needs;
  • Familiarity with Confluence WIKI software;
  • Strong team player who contributes to inter-departmental collaboration;
  • Experience training technology products with automotive retailers will be awarded double bonus points;

What we Look for in Who we Work With

Details Matter: Every “How can I help you?”. Every swipe of the finger. Every piece of packaging. Everything. And it doesn’t matter just some of the time. It matters all of the time. That’s how we design things at AutoUpLink Tech. The result is something noteworthy and lasting.

We’re perfectionists. Idealists. Inventors. Designers. Forever tinkering with products and processes, always on the lookout for better. A job at AutoUpLink Tech is one that expects a lot of you, but it’s also one that rewards original thinking and hard work. We wouldn’t have it any other way.

When you imagine the creative design process at AutoUpLink Tech, at first you may not picture someone in HR. Or operations. Or finance. But we expect Design thinking and solutions from everyone here, no matter what their responsibilities are. Innovation takes many forms, and our people find new ones every day because they are encouraged to participate and to deliberate like Designers.

Send us your resume and cover letter and we’ll be in touch!