Customer Support Specialist - Remote

Overview

The Customer Support Specialist serves as the company's first point of contact for assisting current and potential customers with relation to its products and services, ensuring customer concerns are effectively resolved and escalated.

In Short

• Provide end-user product and technical support via telephone and email.
• Define, diagnose, and troubleshoot customer product problems.
• Proactive monitoring of automotive portals and internal site testing.
• Assist customers through clear communication and step-by-step solutions.
• Establish trust with customers and elicit information about their concerns.
• Document all client interactions in CRM and trouble ticket systems.
• Provide regular follow-up and feedback to customers and stakeholders.
• Create reports in Word, Excel, SQL.
• Engage next level support staff as needed.
• Follow appropriate escalation process of unresolved issues.

Requirements

• Demonstrable experience in the dealer/automotive industry.
• Previous experience in customer support industry.
• Ability to collaborate across teams.
• Strong written and verbal communication skills.
• High level of diplomacy, tact, and negotiation skills.
• Familiarity with Windows operating systems and MS Office tools.
• Solid working knowledge of Salesforce CRM, Jira ticketing system.
• Capacity to manage time and prioritize tasks effectively.

Benefits

• Leader Led environment.
• Remote First work culture.
• Flexibility in work arrangements.
• Performance rewards.
• Time off matters to us.