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Job Description
OBD Solutions/ScanTool.net is a leading developer of automotive on-board diagnostics (OBD) products for the consumer and industrial markets. Founded in 2002, our company's mission is to give people the freedom to leverage the power of vehicle computer systems. We make these doohikeys that let your smart phone talk to your car.
Our team is looking to hire an intelligent, tech-savvy, hard-working individual who is passionate about helping people solve their issues with technology. The ideal candidate is a resourceful perfectionist who takes advantage of their superior conceptual ability and analytical skills to solve technical problems employing a hands-on, methodical approach to troubleshooting.
Principal Duties
The mission of a Technical Support Representative is to provide amazing technical support to our retail customers. The following are some of the specific duties you can expect to perform on a regular basis:
Monitor and respond to technical support requests
Troubleshoot problems, and provide solutions to customers
Handle requests escalated from Customer Service
Escalate advanced technical issues to Engineering
In addition, you will:
Create, maintain, and improve support documentation
Identify and record recurring issues and report them to department head
Record feature requests
Natural Talents
Resourcefulness: use a variety of resources, methods, and techniques to solve customers problems
Technical Intelligence: quickly absorb and understand technical information
Conceptual Ability: deal effectively with abstract concepts, build and use accurate mental models of how the technology works under the hood
Analysis Skills: identify and gather information needed to diagnose the problem, and apply logic and effective troubleshooting techniques to solve it
Excellence: low tolerance for mediocrity and a high sense of responsibility
Skills/Experience (Required)
Experience providing technical support to a non-technical audience
Excellent writing skills
Type at least 40 words per minute
MS Office or G-Suite
Bonus Skills/Experience (Helpful)
Experience with SMF (online form support system) and FreshDesk
Working knowledge of OBD-II
Salary
$15 - $19 DOE, along with performance-based incentives
Benefits
Medical, dental, vision, and life insurance
401(k) with matching contributions (after 6 months)
10 Days paid vacation in your first year and 10 paid holidays
Perks
On-site fitness room and shower
Catered lunch every Friday
Unlimited snacks, coffee, tea, and soda in our large break room with a full kitchen
Convenient Metro Phoenix location (Peoria & I17)
Free Costco membership
$1000 for completing Financial Peace University
Work Environment
Interesting, challenging, meaningful work
Low stress atmosphere and friendly, competent co-workers
Clear work expectations and frequent performance reviews
Anything you need to do your work right:
Large desk and comfortable chair
High-performance computer and state-of-the-art software
Multiple monitors
An opportunity to do what you do best, every day
A manager who cares about you as a person and helps you grow in your career
Healthy work/life balance
Casual dress codeÂ
Our Technical Support Service Philosophy
We choose our customers carefully, take care to understand their needs, and strive to exceed their expectations by delivering solutions that are second to none.
We give customers the benefit of a doubt. The vast majority of our customers are smart people with good intentions.
If we mess up, we win back our customer's trust by promptly and openly admitting our mistakes, fixing the problem, and astonishing them with generosity.
We treat customers as partners: developing strong relationships based on trust and mutual respect, working hard to succeed together, always looking for the win-win.
"Love the Customer" is one of our core values; "Thou shalt not speak ill of the customer" is our commandment.
We don't tolerate abuse from anyone. Not even our customers.
Why Work for Us?
If you are really good at what you do, hundreds of companies are competing with each other to entice you to come work for them. So why would you choose to work for us? What makes us special?Â
Based on our own experience working for other companies, exit interviews, and feedback from teammates (both current and former), here are a few things that we believe make us stand out:
ÂWe spend a great deal of time and effort to make sure that we are a good fit for the people we hire, and vice versa. As a result we like, trust, and respect each other.
The odds are high that you will make a best friend at work.
We're a meritocracy: raises, bonuses, promotions, and specific work assignments depend on the individual contribution and performance.
We detest micromanagement. Your manager's job, is to remove obstacles to help you do yours.
We hate red tape, and believe that it is better to ask for forgiveness, than permission.
We believe that it makes good business sense to give every team member the best tools and trust them to get the job done.
Office politics, gossip, and shoddy work are vices we fight with a vengeance.
"Open, honest & direct" is our guiding principle for communicating with our customers, vendors, and each other: we tell it like it is, openly admit our mistakes, and prefer to under-promise and over-deliver.
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Sound like a good fit? We'd love to hear from you!
Application process
Follow the link and download the employment application, fill it out with Adobe Reader, save changes and email to us.
Please note that some PDF readers will not allow you to save the information that you type into the employment application form. Therefore, remember to print & review the application before closing the PDF file.
You may also print, scan, and email the application.
Note that a final step in the hiring process is for candidates to arrange personal reference calls with former supervisors and others we may choose.
