Technical Customer Care Associate

2 weeks ago

Philadelphia, Pennsylvania, United States AutoFi Full time

Customer Support Representative (Remote)

About AutoFi: Established in 2015, AutoFi is a cutting-edge e-commerce software platform that links automotive dealers' clientele to a network of financial institutions, enabling car purchasers to buy and finance vehicles entirely online. Our goal is to set the benchmark for the checkout experience in online vehicle transactions. We are recognized as the fastest-growing digital retailing software platform within the automotive sector. Our team is diverse, with members located across the U.S. and Canada, bringing together expertise from finance, technology, and extensive experience in the automotive field. We pride ourselves on being empathetic, determined, inquisitive, and humble stewards of our business, supported by prominent investors and partners in the automotive and financial industries.

About the Role: In this role, you will become a subject matter expert, acquiring a comprehensive understanding of AutoFi's offerings. You will leverage this expertise to assist both internal and external clients, addressing inquiries ranging from simple questions to complex technical challenges. The ideal candidate will possess a technical mindset, attention to detail, excellent communication skills, and the ability to tackle challenging and novel problems. You will be responsible for managing issues from initial report to resolution, ensuring that customers and stakeholders are kept informed throughout the process.

Key Responsibilities:

  • Respond to incoming customer inquiries and issues
  • Analyze and troubleshoot technical challenges
  • Collaborate directly with product and engineering teams to resolve bugs as necessary
  • Identify areas for enhancement and take ownership of projects to address them
  • Contribute to the creation and upkeep of our knowledge base
  • This position may require flexibility outside of standard working hours, including occasional holidays, evenings, and weekends

Required Qualifications:

  • Minimum of 2 years of experience in customer support, technical support, or a related field
  • Proficient in reading and modifying HTML, JSON, CSS, and API calls
  • Able to work independently as well as collaboratively within a team
  • Capable of analyzing and resolving complex technical issues
  • Strong ability to prioritize tasks and manage time effectively

Preferred Qualifications:

  • Familiarity with the automotive and/or lending sectors
  • Bi-lingual (preferably in French or Spanish)
  • Experience with Zendesk
  • Background in early-stage startups or technical support roles

AutoFi is an equal opportunity employer. We consider individuals for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable laws, regulations, and ordinances.

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