Job Description
Be a part of the A-Team. As a Customer Support Representative, you will be responsible for using your technical and verbal communication skills to answer all customer inquiries that are submitted via chat, e-mail or phone; Sometimes all 3 simultaneously. These requests vary from User Interface guidance, trouble shooting device/UI issues to submitting feature or UI enhancement request to the engineering team. While a solid technical skill set is important in this role, you will also find yourself using your soft skills as you will interact with different types of personnel at different levels. It is important to remember, we are the voice of the customer!
Responsibilities:
· Ensure all customer inquiries are properly logged into ticketing system
· Analyze customers problems and research the best solution
· Receive and acknowledge inbound calls, chats and email inquiries
· Participate in weekly departmental meetings
· Daily extension check for all our support numbers
· Participate in an On-Call rotation
· Attend Daily huddle with team
· Expand our support knowledge base by documenting and creating processes
· Provide testing when engineering rolls out releases to the application/database updates
· Prioritize and manage several open tickets simultaneously
· Troubleshoot Machine 2 Machine hardware, utilizing company resources
The Schedule for this role is Tuesday- Saturday.
EXPERIENCE:
Minimum of 2 years of experience in a Customer Service, Technology Support or Call Center setting
Prior experience in the Automotive industry is preferred
SKILLS:
Good listening skills
Excellent verbal communication
Analytical and problem solving skills
ABILITIES:
Ability to remain calm and professional while handling difficult situations with a customer
EDUCATION:
High school diploma required
Associate Degree (AA) is preferred
Please note extensive Training on Products and trouble shooting will be provided on the job for this role.