Customer Support Specialist

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

📋 Description

• Address customer inquiries through phone, email, and chat promptly and professionally.

• Manage and respond to customer requests via the inbound call queue and support ticketing systems.

• Engage with customers by asking questions and actively listening to their concerns, showing respect and empathy.

• Deliver Tier 1 support for standard and recurring configuration challenges, covering password resets and basic solution inquiries.

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

• Utilize appropriate internal and security tools or processes to evaluate customer records or other electronic information.

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

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

• Manage fulfillment, billing, account management, technical, and configuration concerns.

• Refer complex, unexpected, or recurring issues to internal specialists.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Demonstrated experience in customer support or client services.

• Proficient in handling phone and email communications.

• Effective active listening abilities.

• Strong customer orientation with the capacity to adapt to varying personalities.

• Excellent communication and problem-solving capabilities.

• Competence in multitasking, prioritizing, and managing time efficiently.

• Primary work schedule of 10:00 AM to 7:00 PM ET, Monday to Friday.

• Willingness to work overtime, evening, holiday, or weekend shifts as necessary.

• Familiarity with CRM systems and practices is preferred.

• Experience in title, registration, DFA, or dealership settings is preferred.

• Technical support experience is an advantage.

• An Associate's or Bachelor's degree is a plus.

🏝️ Benefits

• Comprehensive 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.

• ID Theft Insurance.

• Life and Disability Insurance.

• Commuter Benefits.

• Accident & Hospital, Critical Illness Insurance.

• Tuition Reimbursement.

• Employee-first culture.

• Collaborative work environment.

• Opportunities for growth and contribution to the organization's success.