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.
Who We Are
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.
ACV Auctions in Chennai, India are looking for talented individuals to join our team. As we expand our platform, we're offering a wide range of exciting opportunities across various roles in corporate, operations, and product and technology. Our global product and technology organization spans product management, engineering, data science, machine learning, DevOps and program leadership. What unites us is a deep sense of customer centricity, calm persistence in solving hard problems, and a shared passion for innovation. If you're looking to grow, lead, and contribute to something larger than yourself, we'd love to have you on this journey. Let's build something extraordinary together. Join us in shaping the future of automotive!
At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and to support this we offer industry leading benefits and wellness programs.
Who We Are Looking For
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.
What You Will Need
- 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
Our Values
Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling
At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know.
Data Processing Consent
When you apply to a job on this site, the personal data contained in your application will be collected by ACV Auctions Inc. and/or one of its subsidiaries (ACV Auctions).
By clicking apply, you hereby provide your consent to ACV Auctions and/or its authorized agents to collect and process your personal data for purpose of your recruitment at ACV Auctions and processing your job application. ACV Auctions may use services provided by a third party service provider to help manage its recruitment and hiring process. For more information about how your personal data will be processed by ACV Auctions and any rights you may have, please review ACV Auctions candidate privacy notice here. If you have any questions about our privacy practices, please contact [Confidential Information].
