Customer Support Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• Bachelor’s degree or equivalent work experience
• 2 + years customer service / contact center experience
• General automotive knowledge
• Experience troubleshooting hardware, software, and network related issues.
• Ability to communicate clearly and concisely, both orally and in writing.
• Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity
• Strong analytical, technical and problem-solving skills

Nice to Have’s:

• Experience with Salesforce, Five9, Slack, & Google Suite
• Web Crawling/Search experience
• Ability to retain knowledge of State/Local/Federal/ Contract Requirements for Role
• Able to successfully manage tasks and inquiries for VIP clientele Customer Service including Phone Etiquette, Empathy and Active Listening
• Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve

RESPONSIBILITIES

• Identify, research, and resolve technical and end-user application failures and deficiencies.
• Ensure proper follow-through on all directives, bulletins, and schedules from management.
• Work to proactively identify areas where product improvements can be made to provide enhanced ease of use and functionality.
• Educate and coach customers on best practices for using our client’s products and services.
• Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments.
• Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability.
• Assure customer acceptance of and quality of resolution. Identify and escalate issues that require advanced product knowledge or technical expertise.
• Serve as a Subject Matter Expert for the design and development of training materials.
• Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
• Continuously engage in self-directed learning opportunities to increase functional product knowledge
• Document known errors, workarounds, procedures, and product-specific information.

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