Technical Support Specialist
1 week ago
Salary: Competitive
Position Status: Non-Exempt, Technical Professional, Support Role
Location: Remote
Job Title: Customer Care Specialist
Department: Customer Care
Reports to: Customer Care Manager
Direct Reports: None
Position Summary:
The Customer Care Specialist is responsible for delivering comprehensive assistance to automotive technicians, employers, and other clients utilizing ASE services. This position primarily involves addressing inquiries through various channels including the myASE portal, phone, chat, and email to ensure outstanding customer service.
Key Responsibilities:
- Customer Assistance:
- Guide customers in purchasing tests, scheduling or canceling appointments, and providing general information regarding ASE testing.
- Issue Resolution:
- Create tickets for customer inquiries and ensure timely follow-up and resolution.
- Email Support:
- Respond to customer email inquiries in a prompt and professional manner.
- Live Chat Support:
- Engage in live chat sessions to assist customers with various inquiries.
- Exceptional Service:
- Deliver outstanding service by understanding customer needs and providing accurate and helpful information.
- Account Management: Assist users in navigating the myASE website, managing company accounts, and resolving login issues.
- Certification Management: Update candidate records and assist with inquiries regarding certification status.
- Application Support: Provide assistance to the renewal app team by addressing customer inquiries and guiding them through app navigation.
- Program Guidance:
- Offer support for the xEV Safety Certification tests and the Section 609 Refrigerant program.
- Assist with ASE Practice Tests and manage related issues.
- Record Keeping: Maintain accurate and detailed records of customer interactions and transactions.
Qualifications:
- High school diploma is required.
- Excellent verbal and written communication skills.
- Strong problem-solving skills.
- Proficient in typing and general computer usage.
- Ability to multitask effectively and work collaboratively in a team setting.
- Proficiency in English (speaking, reading, and writing); Spanish proficiency is a plus and compensated accordingly.
- Experience with Zoho One is advantageous.
- Experience with chat support is beneficial.
Work Hours and Benefits:
- Remote position with working hours from 8:30 AM to 5:00 PM Eastern (lunch break from 12:30 PM to 1:30 PM).
- Two-week virtual training program.
- Benefits include paid holidays, PTO, 401K, health insurance, and education support.
- All necessary computer equipment will be provided.
EEOC Statement:
ASE is dedicated to fostering a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. ASE is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
About ASE:
At ASE, we provide support and cultivate a constructive work environment. We ensure our staff is fully equipped and trained to deliver the best service to our community of automotive professionals. Join us in our commitment to excellence and dedication to the automotive service industry.
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