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Client Support Representative

2 months ago

Detroit, United States Snap-on Full time
Who We Are:

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.

A Day in the Life:

  • Be the first line of support managing incoming internal and external client support concerns/requests via telephone, email and chat
  • Identifies, investigates, and resolves users problems within the Dealer-FX platform computer software and hardware
  • Use your problem solving and superior communication skills to provide clear and accurate resolution on incoming tickets in accordance with SLA's
  • Be able to manage multiple existing tickets
  • Ability to effectively prioritize and manage workload to 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)
What You'll Bring:
  • College Diploma and/or University Degree in Computer Science or equivalent work-related experience
  • Prior Technical Support experience is an asset
  • 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