Support Specialist

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🕒 May 22

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CallRevu

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

☁️ SaaS

🤝 B2B

📡 Telecommunications

💰 Private Equity Round - CallRevu on 2017-11

SaaS • B2B • Telecommunications

<CallRevu> is a B2B SaaS communications intelligence platform for automotive dealerships that provides phone systems, AI-driven call monitoring and analytics, training tools, and reputation management to help dealers convert leads, improve sales and service performance, and protect their brand. The platform surfaces real-time alerts, conversation insights, and training feedback to identify missed opportunities and streamline dealership operations.

📋 Description

• Provide customer-first focused technical support to assist dealers with issues incurred when using CallRevu’s products. • Communicate with customers via phone, email, and/or chat to perform initial triage to determine the level of support required. • Troubleshoot, diagnose, and resolve technical issues for customers, ensuring proper documentation and follow up on all tickets through to resolution. • Receive and respond to inbound phone calls, emails, and chat messages to assist with technical questions and/or concerns to enable customers to understand, navigate, and utilize all CallRevu’s products. • Prioritize and close tickets according to customer requirements and existing tickets, ensuring thorough documentation and issue resolution. • Ensure timely and thorough communication with customers and internal team members on the status of all tickets. • Follows up with customers to provide status updates as appropriate. • Provide assistance to new and existing customers with their needs, including, but not limited to, creating new phone numbers and/or logins. • Proactively engage new customers to ensure products are working as they should. • Respond to and complete requests from internal team members on the Client Services, Onboarding, and Sales teams.

🎯 Requirements

• High School diploma required. • Bachelor’s degree or equivalent combination of education and work experience is preferred. • At least 1 to 3 years of customer/technical support experience in a technology company with a proven track record and ability to deliver an exceptional customer experience. • Prior SaaS industry experience a plus. • A+ Certification and/or Network + Certification preferred. • Ability to diagnose, troubleshoot, and resolve basic technical support issues with the ability to escalate issues to a higher level as appropriate. • Prior experience working with CRM software preferred. • Strong computer skills with the ability to navigate and become an expert on multiple applications and programs. • Intermediate to advanced knowledge of Microsoft Office products, including Outlook, Word, Excel, and PowerPoint. • Ability to build strong working relationships, follow up on requests, and complete tasks and projects according to established priorities. • Strong analytical and listening skills with the ability to collect information by asking appropriate questions, analyzing the information, and providing resolution. • Excellent communication skills with the ability to communicate both verbally and in writing in a manner that breaks down technical language so it can be easily understood by a non-technical end-user. • Strong organizational skills with the ability to manage multiple projects and tasks simultaneously, while maintaining a forward-thinking mindset to anticipate upcoming needs of CallRevu’s customers. • Strong attention to detail and the ability to multi-task and respond to changing needs as they present in a fast-paced environment. • Ability to work both independently, and as part of a team. • Ability to be self-managed to meet required deadlines and respond to customers according to company defined time frames in a remote work environment without external distractions. • Ability to work during non-traditional business hours (i.e. nights, weekends, and holiday) as needed.

🏖️ Benefits

• A Collaborative Culture: We value your ideas and contributions, fostering a supportive and inclusive environment. • Cutting-Edge Technology: Work with innovative solutions that are transforming the automotive industry. • Competitive Compensation: Enjoy a comprehensive benefits package and ample opportunities for professional growth.