This position is an in-office full-time role that is located in the Mitchell 1 headquarters in San Diego, CA, 92127

Under minimal supervision, provide technical support customer base for issues related to, training and use through telephone and written communication consistent with the objectives and standards set for the department.

• Attain and maintain thorough and expert knowledge of software, database and associated services.
• Respond via telephone and written communication regarding support of all Mitchell1 and Snapon software, installation and use, and assist customers with maintenance of PC based products.
• Provide Telephone Technical support for Mitchell and ShopKey legacy management software as required during half of shift.
• Document and research all inquires or problems and enter in Protractor tracking system accurately and completely in accordance with Protractor expectations.
• Document and forward possible enhancements using Protractor support portal.
• Follow-up new sales, making certain training has been scheduled, perform data extractions of Mitchell and ShopKey systems and forward extracted data to Protractor support team.
• Respond to customers politely, empathetically and maintain a professional, helpful attitude at all times.
• Update Manager Enterprise web page as required, other special projects as assigned.
• Quarterly skill assessment reviews.

1. AA Degree in Computer Science or equivalent experience.
2. Minimum of 3-year previous technical support experience required, preferably in a Call Center
3. Minimum of 4-years experience working with PC Hardware.
4. Basic working knowledge of all Windows operating systems including Windows XP, Windows Vista and Windows Server 2003.
5. Extensive knowledge of troubleshooting peripheral PC hardware.
6. Effective oral and written communication skills required.