Senior Customer Support Specialist

This is a fully remote position, open to applicants in California, +12 more 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.

• Ensure an Effortless Customer Experience: Engage with customers by asking questions and actively listening to grasp their concerns, demonstrating respect and empathy throughout.

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

• Provide individualized training for new and/or existing customers as necessary while assisting with 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 comprehensively.

• Collaborate with various teams as 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.

• Excellent skills in handling phone and email communications and active listening abilities.

• Familiarity with CRM systems and practices is preferred.

• Strong customer orientation with the capability to adjust and respond to varied personality types.

• Outstanding communication and problem-solving abilities.

• Capacity to multitask, prioritize tasks, and manage time efficiently.

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

• Technical support experience is a plus.

🏝️ 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.