Customer Support Specialist I

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

📋 Description

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

• Handle customer requests via the inbound call queue and support ticketing systems.

• Engage in active listening and ask relevant questions to comprehend customer issues while showing respect and concern.

• Deliver Tier 1 support for standard and recurring configuration matters, such as password resets and basic solution inquiries.

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

• Utilize internal and security tools or processes, including PIN and identifying information, to evaluate customer records or electronic data.

• Record customer inquiries, statuses, and resolutions thoroughly.

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

• Escalate complex, unexpected, or recurring issues to internal specialists for resolution.

• Foster and maintain positive relationships with customers.

• Tackle fulfillment, billing, account management, technical, and configuration challenges.

⛳️ Requirements

• A high school diploma or equivalent is required.

• Demonstrated experience in customer support or client service.

• Strong skills in handling phone and email communications, along with active listening abilities.

• Customer-focused with the capacity to adapt and respond to various personality types.

• Excellent communication and problem-solving capabilities.

• Ability to multitask, prioritize effectively, and manage time efficiently.

• Primary working hours are either 8:00 AM to 5:00 PM ET or 9:00 AM to 6:00 PM ET, Monday through Friday.

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

• An Associate's or Bachelor's degree is advantageous.

• Familiarity with CRM systems and practices is preferred.

• Experience in title, registration, MVA, or dealership settings is a plus.

• Technical support experience is desirable.

🏝️ Benefits

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

• Tax-advantaged accounts such as Health Savings Account (HSA) and 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.

• A culture that prioritizes employees.

• A collaborative work environment.

• Opportunities for personal growth and contributing to the organization’s success.

• Reasonable accommodations available for applicants or employees with disabilities.