Customer Support Representative

We are seeking a dedicated and talented Customer Support Representative to join our team. This role serves as a critical link between our valued customers and dealerships. As a direct representative of the company in all support-related matters, the Customer Support Representative is the voice for the customer, dealership, and sales/field teams. They provide frontline assistance and escalate issues to Tier 2 support when necessary, ensuring timely and effective resolution.

• Respond to customer inquiries via email and phone regarding user interface guidance, troubleshooting, and device issues.
• Analyze customer problems and research effective solutions.
• Log and manage support tickets, ensuring timely resolution.
• Participate in on-call rotations as needed.
• Attend daily team huddles to stay aligned on tasks and updates.
• Prioritize and manage multiple open tickets simultaneously.
• Troubleshoot Machine-to-Machine hardware using company resources.

Skills required:

• Commitment to providing 5-star customer service.
• Strong relationship management across multiple communication platforms.
• Professional phone presence and etiquette.
• Excellent attention to detail and organizational skills.
• Technical aptitude with systems and software.
• Ability to work cross-functionally with Customer Relations and Service teams.
• Ability to work independently with minimal supervision.
• Effective multitasking skills.
• Strong email etiquette and verbal communication.
• Good listening, analytical, and problem-solving skills.

Qualifications and Education Requirements:

• Associate Degree (AA) is preferred or equivalent business experience.
• 2+ years' experience managing customer relationships while ensuring the best possible customer experience.
• 2+ years' experience working in coordination, and customer support.
• Experience in a technology support or technical service environment is a plus.

Physical Requirements:

• Must be able to sit for extended periods.
• Repetitive motion is required for computer entry.

A comprehensive Benefits package with employer contributions

• Medical benefits with employer contribution
• Dental and Vision with employer contribution
• Flexible Spending Plans and Heath Savings Account programs
• Basic Life and Personal Accident Insurance (Employer Paid)
• Ten (10) paid holidays

Hourly Range - $19.00 - $21.00

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, qualifications, or requirements.

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