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 while showing respect and empathy.

• Deliver Tier 1 support, troubleshoot, and resolve standard and recurring configuration challenges.

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

• Utilize security tools or procedures such as PINs and identifying information to evaluate customer records or electronic data.

• Record customer inquiries, their status, and the resolutions provided.

• Collaborate with various teams and follow up with customers to ensure issues are resolved satisfactorily.

• Identify sources of problems, which may include hardware, software, or user access issues.

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

⛳️ Requirements

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

• Proficient technical skills, including knowledge of Microsoft Office, Salesforce.com or comparable CRM systems, and contact center software.

• High School Diploma/GED with 3 years of customer service experience, or any post-secondary degree/certification plus up to 1 year of relevant experience, or 5 years of customer service background.

• Preferred experience in automotive industry software support.

• Preferred background in Contact Center Operations, encompassing telecom, workforce management, forecasting, and call monitoring.

• Capability to deliver customer care for a designated customer base or product area.

• Proficient in responding to customer inquiries via phone and online channels.

• Competent in documenting and reporting customer inquiries, their status, and resolutions.

• Ability to identify problem sources, resolve issues when feasible, and appropriately escalate complex matters.

🏝️ Benefits

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

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

• Generous Paid Time Off (PTO).

• Pet Insurance.

• Retirement Planning.

• Identity Theft Insurance.

• Life and Disability Insurance.

• Commuter Benefits.

• Accident & Hospital, Critical Illness Insurance.

• Tuition Reimbursement.