[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. DealerBuilt is a portfolio of automotive dealership SaaS brands that empowers people to achieve their unique ambitions. They are seeking a Customer Support Specialist to provide exceptional support and assistance to customers by addressing inquiries, resolving issues, and ensuring a positive experience with their products and services.

Responsibilities

• Serve as the first point of contact for customers seeking assistance over the phone or email in area of expertise
• Build strong and positive relationships with customers, demonstrating empathy and patience in all interactions
• Respond to customer inquiries and concerns promptly and professionally via various communication channels
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Troubleshoot to identify and resolve problems in a timely manner
• Walk the customer through the problem-solving process
• Real time documentation to keep detailed notes on tickets
• Follow-up and update customer status and information
• Work to diagnose and resolve basic technical issues
• Escalate issues to the next Tier of support with next level of difficulty
• Proactively gather customer feedback to understand pain points and areas for improvement, advocating for customer needs within the organization
• Assist in and plan training, development and education for features and updates
• Assist in providing data to internal teams by correct usage of support team desking tool
• Participate in on-call rotation every 6-8 weeks
• Other duties as assigned

Skills

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Strong training and presentation skills
• Proficient with Microsoft Office Suite or related software
• IT knowledge
• At least three years of related experience required, with prior management experience highly preferred
• Bachelor's degree preferred

Education Requirements

• Bachelor’s degree preferred

Benefits

• Comprehensive Health Coverage: Access to top-tier medical, dental, and vision insurance ensuring you and your loved ones are well taken care of.
• Financial Wellness: Benefit from a Health Savings Account (HSA) and Flexible Spending Accounts (FSA/DCFSA) to empower your financial planning and health-related expenses.
• Peace of Mind with Insurance Plans: Our commitment to your security includes Accident, Hospital, and Cancer Supplemental Insurance, as well as Disability Insurance, ensuring you have the support you need during challenging times.
• Life and AD&D Insurance: Protect your loved ones with our comprehensive life and accidental death & dismemberment insurance coverage.
• 401(k): Secure your financial future with our 401(k)-plan featuring no wait time and a company match.
• Employee Assistance Program (EAP): Your mental and emotional well-being is paramount. Access confidential counseling, support, and resources through our EAP.
• Work/Life Balance: We believe in working hard for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work. Enjoy Unlimited Paid Time Off along with remote flexibility.
• Employee Referral Program: Our Referral Program incentivizes you to bring talented individuals into our growing organization.

Company Overview