Customer Care Specialist II

🕒 5 days ago

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Vitu

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🚘 Automotive

🔌 API

☁️ SaaS

💰 Series unknown on 2015-02

Automotive • API • SaaS

Vitu is a technology company that provides end-to-end, digital vehicle lifecycle solutions connecting lenders, dealers, remarketers, consumers and government jurisdictions. Its platform and APIs power 50-state title and registration processing, electronic titling (e-titling) and the National Title Exchange (NTX), accelerated title and payoff workflows for dealers and lenders, electronic lien & title (ELT), digital signatures, VIN/NMVTIS reporting and secure payment solutions for jurisdictions. Vitu also offers fleet registration compliance, lender CMS products for title and payoff management, repossession workflows, compliance training, and developer APIs; the company is SOC 1 Type II audited and an approved NMVTIS data provider.

📋 Description

• Receive and respond to customer requests via the inbound call queue and support ticketing systems • Ask questions and actively listen to customers to understand their issues while demonstrating respect and concern • Provide Tier 1 support, troubleshoot, and resolve standard and recurring configuration issues • Provide one-on-one training for new and existing customers as needed • Apply security tools or processes such as PINs and identifying information to assess customer records or electronic information • Document customer inquiries, status, and resolution • Work across teams and follow up with customers to resolve issues satisfactorily • Determine problem sources, including hardware, software, and user access • Refer difficult or complex issues to internal technical experts or management

🎯 Requirements

• 3 years' experience in Client Services, Support, or related functions in the technology or software industry • Strong technical skills, including Microsoft Office, Salesforce.com or similar CRM, and contact center software • High School Diploma/GED and 3 years of experience related to customer service, or any level degree/certification beyond high school plus up to 1 year of experience, or 5 years of customer service experience • Automotive industry software support experience preferred • Contact Center Operations experience preferred, including telecom, workforce management, forecasting, and call monitoring • Ability to provide customer care for an assigned customer base or product area • Ability to respond to telephone and online customer inquiries • Ability to document and report customer inquiries, status, and resolution • Ability to determine problem sources, resolve issues where possible, and refer complex issues appropriately

🏖️ Benefits

• Healthcare Coverage for you and your family covering Medical, Dental & Vision • Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA) • Generous PTO • Pet Insurance • Retirement Planning • ID Theft Insurance • Life and Disability Insurance • Commuter Benefits • Accident & Hospital, Critical Illness Insurance • Tuition Reimbursement