Customer Support Specialist

🕒 il y a 8 mois

🤠 Texas – Distant

🤠 Texas – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

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DealerBuilt

Site WebLinkedInTous les Emplois

51 - 200 employés

☁️ SaaS

🤝 B2B

🏢 Entreprise

SaaS • B2B • Enterprise

DealerBuilt est un fournisseur de logiciels intégrés pour concessions automobiles offrant une plateforme modulaire d'entreprise pour les distributeurs automobiles. Son portefeuille, comprenant Lightyear, Oplogic, iService et Vistadash, couvre la gestion des concessions (DMS), le CRM assisté par l'IA, les outils de bureau et de financement (F&I), les solutions fixes/opérations de service, et les analyses marketing pour aider les concessionnaires à rationaliser leurs opérations, améliorer l'expérience client et centraliser les données à travers les sites. DealerBuilt se concentre sur des solutions basées sur le cloud, évolutives et centrées sur le concessionnaire avec des intégrations, des analyses et des services conçus pour les opérations de vente au détail multi-sites.

Description

• 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.

🎯 Exigences

• 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. • Bachelor’s degree preferred. • At least three years of related experience required, with prior management experience highly preferred.

🏖️ Avantages

• Competitive Compensation: Employees who demonstrate successful goal attainment and commitment will have the opportunity for career growth and advancement in the organization. • 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.