Customer Support Specialist I

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

📋 Description

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

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

• Deliver a Seamless Customer Experience: Engage with customers by asking questions and actively listening to their concerns while demonstrating empathy and respect.

• Offer Tier 1 support by resolving common and recurring issues related to the customer's configuration, such as password resets or responding to basic inquiries about the solution.

• Provide personalized training for new or existing customers as needed while addressing support issues to enhance customer satisfaction.

• Utilize appropriate internal and security tools or processes (e.g., PIN, identifying information) to evaluate customer records or other electronic data.

• Record customer inquiries, their status, and resolutions accurately.

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

⛳️ Requirements

• High school diploma or equivalent; an Associate's or Bachelor's degree is advantageous.

• Demonstrated experience in customer support or client service.

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

• Familiarity with CRM systems and practices is preferred.

• A customer-focused mindset with the ability to adapt to various personality types.

• Outstanding communication and problem-solving abilities.

• Capable of multitasking, prioritizing, and managing time effectively.

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

• Technical support experience is an advantage.

🏝️ 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 PTO

• Pet Insurance

• Retirement Planning

• ID Theft Insurance

• Life and Disability Insurance

• Commuter Benefits

• Accident & Hospital, Critical Illness Insurance

• Tuition Reimbursement