Senior Customer Support Specialist (Remote)
- Posted: over a month ago
- Full-Time
JOB TITLE: Senior Customer Support Specialist (Remote)
DEPARTMENT: Customer Support
LOCATION: Remote
REPORTS TO: CEO
321 Ignition is the #1 mobile-first e-commerce website provider for car dealerships. We are a SaaS company focused on helping dealerships sell cars faster and improve the car shopping experience on any device. We work in a fast-paced environment with an all-hands-on-deck culture. Join us as we disrupt the automotive industry.
POSITION OVERVIEW:
As a Customer Support Specialist, you will work closely with our customers, listen to their needs and communicate them to our developers, designers, and copywriters.
WHAT YOU’LL DO:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with internal teams
- Assist in training junior Customer Support Representatives
WHAT YOU’LL BRING:
- Previous Automotive Experience required
- Experience as a Customer Support Specialist or similar CS role
- Some marketing experience is a plus
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Proficient in Microsoft Office, Word, Excel, PowerPoint, Outlook, & Google Docs
- Jira (required)
- ZenDesk (required)
WHAT WE OFFER:
- Excellent health & dental insurance
- Flexible remote work environment
- Vacation and paid time off for personal days
- A dynamic, ambitious, and fun work environment
321 Ignition
Address
Bingham Canyon, UTIndustry
Business
View all jobs at 321 Ignition