• Provide professional post-sales technical support for end-user customers and dealer representatives • Provide software installation and configuration through a remote access system • Provide software setup and training for end-users • Provide pre-installation evaluation of custom technology • Monitor, manage, and document all actions and solutions in the issue resolution system • Process, resolve, and if needed, escalate support issues • Achieve and maintain organizational requirements for ticket quality and time utilization • Support a variety of application platforms and systems • Document and utilize solutions through the use of a knowledge base, white papers, training sessions, and other available educational tools • Resolve questions regarding solutions, services, and training • Provide creation/updating of training materials for end users and dealer technicians • Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports • Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals • Design and execute a post-sale implementation strategy to ensure client up-time, comprehension, and overall satisfaction • Train key personnel and managers on software, hardware, and supporting workflow • Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared • Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies • Some after-hours and/or holiday work required • Contribute to team effort by accomplishing related results as needed • Utilize various ticketing, Project Management, CRM, etc., systems to document work thoroughly • Ability to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirements • Contribute to team effort by accomplishing related results as needed • Maintains a complete understanding of and adheres to all ACDI policies, procedures, and processes • Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values.