Senior Customer Support Specialist
4 weeks ago
**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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