Customer Support Representative

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

📋 Description

• Acquire knowledge about the outdoor power equipment, powersports, agriculture, and golf car dealership sectors, along with customer challenges.

• Gain comprehensive understanding of the software suite and its additional modules.

• Maintain foundational bookkeeping skills to handle common accounting tasks such as journal entries, financial reporting, reversing transactions, and reconciliations.

• Cultivate an understanding of dealership operations and the supported business processes.

• Participate in significant industry events and user conferences as necessary.

• Address incoming customer inquiries via emails, calls, and chats.

• Resolve customer issues promptly or track them for later follow-up, aiming for 7–10 tickets per day.

• Achieve a same-day ticket closure rate of 80% or higher.

• Manage multiple tasks while delivering customer support.

• Take ownership of customer interactions and ensure timely follow-ups, targeting a customer satisfaction score of 98% or above.

• Generate new Knowledge Base articles.

• Test and reproduce reported software and hardware issues and troubleshoot problems.

• Conduct follow-up calls with team members to address customer concerns.

• Keep internal tools accurate and current, aiming for a ticket accuracy rate of 95% or higher in monthly audits.

• Complete special projects and tasks as assigned by the Support Team Lead.

⛳️ Requirements

• Minimum of 2 years of experience in software service.

• Strong skills in troubleshooting computer issues.

• Experience or knowledge in bookkeeping.

• Familiarity with QuickBooks, Peachtree, or a Business Management System with Accounting is advantageous.

• Experience in a dealership setting is a plus.

• Ability to develop a thorough knowledge of software products and service offerings, along with troubleshooting customer inquiries.

• Proven experience in building relationships with customers over the phone, identifying concerns, and providing guidance.

• Willingness to engage with customers in a professional and effective manner.

• Strong organizational skills to manage interactions with multiple customers throughout the day.

• Attention to detail and diligence in updating internal tools.

• Must be authorized to work in the United States for this US-only position.

🏝️ Benefits

• Participation in the company profit-sharing bonus plan.

• Medical, dental, and vision insurance benefits.

• Basic life insurance coverage.

• Short-term and long-term disability protection.

• 401(k) plan participation with company match.

• Minimum of 10 vacation days for new employees.

• Sick leave in accordance with state regulations.

• 8 company-paid holidays.

• 2 personal holidays each year.

• Ongoing education opportunities through LinkedIn Learning and Open Sesame.