Senior Customer Support Specialist

4 weeks ago


Salt Lake City, United States 321 Ignition Full time

**Senior Customer Support Specialist (Remote)** Customer Success

Salt Lake City, Utah

Minimum Experience

**Mid-level**

JOB TITLE :

Senior Customer Support Specialist (Remote) DEPARTMENT :

Customer Support LOCATION :

Remote REPORTS TO :

CEO is the #1 mobile-first e-commerce website provider for car dealerships. We are a SaaS company focused on helping dealerships sell cars faster and improve the car shopping experience on any device. We work in a fast-paced environment with an all-hands-on-deck culture. Join us as we disrupt the automotive industry. POSITION OVERVIEW: As a Customer Support Specialist, you will work closely with our customers, listen to their needs and communicate them to our developers, designers, and copywriters. WHAT YOULL DO: * Respond to customer queries in a timely and accurate way, via phone, email or chat * Identify customer needs and help customers use specific features * Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) * Update our internal databases with information about technical issues and useful discussions with customers * Monitor customer complaints on social media and reach out to provide assistance * Share feature requests and effective workarounds with team members * Inform customers about new features and functionalities * Follow up with customers to ensure their technical issues are resolved * Gather customer feedback and share with internal teams * Assist in training junior Customer Support Representatives WHAT YOULL BRING: * Previous Automotive Experience required * Experience as a Customer Support Specialist or similar CS role * Some marketing experience is a plus * Excellent communication and problem-solving skills * Multi-tasking abilities * Patience when handling tough cases * Proficient in Microsoft Office, Word, Excel, PowerPoint, Outlook, & Google Docs * Jira (required) * ZenDesk (required) WHAT WE OFFER: *

Excellent health & dental insurance *

Flexible remote work environment *

Vacation and paid time off for personal days *

A dynamic, ambitious, and fun work environment Location

Salt Lake City, Utah

Minimum Experience

Mid-level

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