Senior Customer Support Specialist (Remote)

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