Mid-Senior Customer Support Specialist
4 weeks ago
**Mid-Senior Customer Support Specialist (Remote)**
Customer Success
Fairfield, Connecticut
Minimum Experience
**Mid-level**
This position is remote You have the flexibility to work from anywhere in the world or out of the downtown Fairfield, CT headquarters.
About 321 Ignition
321 Ignition is at the forefront of mobile user-friendly website platform with car shopping productivity tools. We are a tech start-up focused on helping dealerships attract younger customers (millennials and Gen Z) and improving the car shopping experience on any device. 321 Ignitions modern, mobile-first platform ensures an easier, more engaging, timesaving, and more convenient car buying experience, ultimately leading to higher customer satisfaction, loyalty, and return business for car dealerships. Were on a mission to help dealerships win young customers for life.
Were a start-up, which means what were doing is exciting, and we work in a fast-paced environment with an all-hands-on-deck culture. Everyone is responsible for the success of the company and act like owners. Join us as we disrupt the auto industry by elevating the online car shopping experience & engaging younger buyers.
Job Description
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.
Key Responsibilities
* 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
Qualifications
* 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)
* Salary: 65-75k
Location
Fairfield, Connecticut
Minimum Experience
Mid-level
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