Customer Care Specialist II

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle and address customer inquiries through the inbound call queue and support ticketing systems.

• Engage with customers by asking questions and actively listening to understand their concerns, exhibiting professionalism and empathy.

• Offer Tier 1 support and troubleshoot common and recurring configuration issues.

• Provide individualized training for both new and existing customers as required.

• Utilize security tools or processes (such as PIN or identifying information) to evaluate customer records or electronic data.

• Record customer inquiries, their statuses, and resolutions comprehensively.

• Collaborate across teams and follow up with customers to ensure satisfactory issue resolution.

• Identify the root cause of problems (be it hardware, software, or user access).

• Resolve issues when feasible.

• Escalate challenging or intricate issues to internal technical experts or management.

• Foster and maintain positive relationships with customers.

• Respond to questions regarding the company's products, features, and services.

• Address issues related to fulfillment, billing, account management, technical support, and configuration.

⛳️ Requirements

• A minimum of 3 years of experience in Client Services, Support, or similar roles within the technology or software sector.

• Proficient technical abilities (including Microsoft Office, Salesforce.com, or equivalent CRM systems, as well as contact center software).

• High School Diploma/GED along with 3 years of relevant customer service experience, OR any degree or certification beyond a HS diploma/GED with up to 1 year of experience, OR 5 years of experience in customer service.

• Preferred experience in automotive industry software support.

• Preferred background in Contact Center Operations (including telecom, workforce management, forecasting, call monitoring, etc.).

🏝️ Benefits

• Healthcare coverage for you and your family, including Medical, Dental & Vision.

• Tax-advantaged accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA).

• Generous Paid Time Off (PTO).

• Pet Insurance.

• Retirement planning assistance.

• Identity Theft Insurance.

• Life and Disability Insurance.

• Commuter benefits.

• Accident & Hospital, Critical Illness Insurance.

• Tuition reimbursement.

• Commitment to Equal Employment Opportunity and reasonable accommodations.