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Client Support Representative

3 months ago

San Antonio, United States Dealer-FX Group Full time

Position Summary:

As the most trusted name in automotive marketing and software solutions, Dealer-FX has experienced double-digit growth over the last several years and is looking for talented and driven individuals who can assist us in changing the way dealers communicate and interact with their customers.

The Client Support Representative is responsible for supporting all components of the Dealer-FX Retail Service Solution for clients. This role requires a team player who is proactive, customer-focused and enjoys being constantly challenged by identifying issues and determining root cause solutions. Think you can bring the Gold Standard of support to our customers?

Plus, you'll enjoy the unique opportunity to be part of a dynamic, fast-paced work environment in an award-winning organization. Given our growth trajectory, there is a lot of opportunity to learn and grow your career.

Responsibilities:

Be the first line of support managing incoming internal and external client support requests via telephone and email
Solve complex challenges - use your problem solving and superior communication skills to provide clear and accurate resolution on incoming tickets in accordance with SLAs
Be able to manage multiple existing tickets
Ability to effectively prioritize and manage workload and ensure that the client receives timely updates and speedy resolutions
Be a quick learner and have a passion for learning new technology
Able to navigate complex cases and think outside the box - escalating when necessary with well documented notes and call logs
Proactive in resolving customer issues and providing on-call training of best practices related to the software
Provide root cause analysis for end-user problems
Participate in monthly rotational on-call support (7am to 7pm ET)

Qualifications:
  • College Diploma and/or University Degree in Computer Science or equivalent work-related experience
  • Prior Helpdesk/Call Centre experience beneficial
  • Excellent verbal and written communication skills

What's in it for You?

Other than an amazing professional opportunity right off-the-line, we have you covered with comprehensive benefits including:

  • Competitive compensation packages
  • Comprehensive health benefits package
  • 3 weeks paid vacation
  • 1 paid annual volunteer day
  • Engaging company events and team building activities

No unsolicited agency referrals

Dealer-FX is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law. Accommodation is available upon request for applicants with disabilities.