Account Support Specialist
7 days ago
Job Position Summary:
The Account Support Specialist provides consultative services to clients for custom and dynamic web-based software products. This role will customize settings and optimize software applications' performance for an assigned customer base. In addition, they leverage their skills and detailed knowledge of the software applications and automotive industry to take on ad-hoc responsibilities such as reporting, process development, user outreach, and documentation.
Responsibilities and Duties:
- Use independent judgment and expertise of the dealer environment and software products to provide strategic guidance and problem solving to dealer stakeholders.
- Provide proactive and consultative experiences with customers to generate and/or gather onboarding and setup information; complete website configuration and ensure service optimization by leveraging thorough analysis of application performance data.
- Establish and maintain a good working relationship with project partners (including multiple 3rd party vendors), internal team members and clients.
- Review, troubleshoot, and resolve issues with performance for clients; escalates when appropriate.
- Provides client feedback to Lead and Manager to assist in establishing best practices and support knowledge base.
- Timely and accurate documentation of all Dealer interactions, feedback, actions taken, and next steps needed.
- Perform other tasks and duties as required by team leaders to support and contribute to the overall success of the organization.
Requirements:
- Capable of managing multiple tasks and projects simultaneously.
- Comfortability working under pressure or strict deadlines.
- Demonstrated ability to solve problems and formulate recommendations.
- Exceptional attention to detail.
- Outstanding writing and analytical-thinking skills.
- Passion for learning and personal growth, specifically when it comes to technology.
- Possess organizational and prioritization skills.
- Self-starter with a high degree of integrity, and professionalism.
Education and Experience:
- Associate degree or equivalent related experience.
- Experience managing relationships with external customers.
- Client or vendor management experience preferred.
- Professional presentation experience, including ability to configure, coordinate and deliver web-based presentations.
- Exceptional communication skills (verbal and written) including aptitude for customer service.
- Exhibit strong understanding of interactive web-based sites and applications.
- Proven ability to work independently, manage own priorities and schedule.
- Demonstrated ability to make independent decisions with minimal day-to-day supervision.
- High proficiency with computer software including MS Word, PowerPoint, Excel and Outlook.
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