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Senior Customer Support Specialist (Remote)

321 Ignition
Bingham Canyon, UT
  • Posted: over a month ago
  • Full-Time
Job Description
Salary:

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, UT
84006 USA

Industry

Business

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