Technical Support Specialist
5 days ago
We are seeking a talented and motivated Technical Support Specialist to join our team at DealerOn, Inc.
About UsWe are an online marketing company providing website and agency services to automotive dealerships across North and South America. Our cutting-edge products streamline the car buying process, providing a seamless experience for both shoppers and dealers.
We were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationships and over 5,000 dealer partners. We pride ourselves on our talented and diverse team, which has contributed to our success.
Job DescriptionThis entry-level technical support role is the primary face of support when customers contact us with requests for assistance. As a Technical Support Specialist, you will ensure that response time service level agreements are met, customer issues are accurately triaged, and all issues are either resolved on the first call or routed to the appropriate resource.
You will interact directly with customers to understand, document, and validate their concerns and requests while using sound technical judgment and world-class service skills. This is a remote entry-level position based out of our Headquarters office in Rockville, MD.
Essential Functions:- Be an active member of the support team, tasked with ticket creation, basic root cause identification, issue resolution, and demonstrating service delivery best practices with an emphasis on first-call resolution.
- Respond promptly and professionally to inbound calls and emails from customers, emulating established and proven customer service skills, and meeting or exceeding contracted service level agreements and performance goals.
- Provide the initial documentation, validation, and triaging of incoming support calls and email cases.
- Responsible for providing a first-call resolution when applicable or routing/escalating the incident to the appropriate resource when necessary.
- Ensure daily individual performance and quality goals are met or exceeded, and customer technical issues are handled in a professional, empathetic, and effective fashion according to team processes.
- Invest in ongoing personal skills development to ensure technical expertise and industry-specific skills are constantly expanded and honed.
- Participate in regular training and certification activities to stay current with industry best practices, technical releases, and company product and services updates.
- Demonstrate ability to function in an environment with multiple processes, functions, and technologies.
- Ability to effectively utilize available resources and tools to handle email, web, and telephone inquiries and requests to provide technical support and ensure accurate resolutions and outcomes.
- Ability to de-escalate customer concerns, articulate information to customers, and provide an optimal resolution that embodies a world-class customer experience.
- Consistently and accurately document all account information, customer issues, interactions, and resolutions in the case management systems.
- Provide an excellent customer service experience to customers by consistently delivering support using recognized best practices whether the interaction is in person, via phone, or by email.
- Some college experience with a focus in computer science, web design, technical project management, or equivalent program.
- Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills.
- Familiarity with a technical contact center environment that focuses on effectively troubleshooting issues to their root cause and providing accurate resolutions in a timely manner.
- Ability to think critically and contribute to the ongoing improvement of DealerOn's products and processes.
- Ability to quickly respond to changing department priorities and manage unexpected demands in a timely manner.
- Ability to work effectively as part of a team as well as determination to take on independent initiatives.
- Elementary knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.
- 2+ years of previous customer service experience, preferably in a technical environment.
- 1+ years of experience in a call center environment.
- Familiarity with the daily procedures of a technical contact center.
- Rudimentary knowledge of HTML, CSS, and JavaScript.
- Familiarity with at least one content management system (CMS) such as WordPress, Drupal, Joomla.
- Knowledge of Google Analytics.
- Effective verbal and written communication skills and the ability to effectively communicate technical information to audiences of different skill levels.
The estimated salary range for this position is $43,888 - $58,800 per year, depending on your qualifications and experience. This figure represents your earning potential with DealerOn, Inc. throughout the lifetime of the role.
BenefitsAt DealerOn, Inc., we offer a comprehensive benefits package to support our employees' health, well-being, and career growth. This includes:
- Medical, dental, and vision insurance.
- A company-matched 401(k) plan.
- Flexible PTO and sick leave.
- 6 weeks paid parental leave.
- 8 paid national holidays.
- Company-paid basic life insurance.
- Voluntary supplemental life insurance.
- Voluntary long-term and short-term disability insurance.
- Voluntary pet insurance.
- Optional healthcare and dependent care FSA accounts.
We are an equal opportunity employer, committed to creating an inclusive environment for all employees. We celebrate diversity and are dedicated to fostering a culture of respect and belonging.
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