Customer Support Agent

June 22

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Dealer Inspire

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// the innovative, scrappy disruptor building unprecedented technologies for dealerships to sell and service more cars

501 - 1000

💰 $300k Debt Financing on 2013-09

Description

• The Customer Support Agent is responsible for helping the organization create frictionless support experiences • Resolve incoming or scheduled requests within the company SLA to maximize customer satisfaction • Intake technical product support requests from customers through various channels • Troubleshoot complex product-related issues • Escalate more complex issues to higher-level support teams and/or management • Provide quality service to customers in accordance with the department’s guidelines and policies • Take a high rate of inbound contacts and provide a high level of engagement with the customers • Stay aligned with internal knowledge sharing, platforms and training processes • Use advanced product knowledge to educate customers on product features or additional services • Support data maintenance and hygiene by accurately documenting customer interactions • Be a steward of our customer experience by communicating process, system or technical improvement opportunities to Management • Acquire technical and service certifications as required • Understand website package levels and set appropriate client expectations • Complete personal and department-assigned goals

Requirements

• Undergraduate degree in a technical field (Comp-sci, BTM, etc.) OR equivalent work experience • 2+ years Lead Management Automotive experience • At least 2 years in a technical environment • Strong communication skills (verbal and written) in both French and English • Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up • Ability to present information in a clear and understandable manner • Ability to actively listen and provide support by questioning through curiosity to gain a complete understanding of customer needs • Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry • Ability to quickly develop rapport with others and adjust to different communication styles • Ability to diffuse high-tension situations comfortably • Ability to multi-task and possess strong time management skills • Ability to work with various web platforms, including Zoho, Jira, BrowserStack, Wikis, etc. • Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced industry • Ability to work with a high degree of autonomy

Benefits

• Medical, Paramedical & Dental Healthcare Plans • New Hire Stipend for Home Office Set-Up • Generous PTO • Paid holidays