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- 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
- 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)
Senior Customer Support Specialist - Salt Lake City, United States - 321 Ignition
Description
Senior Customer Support Specialist (Remote)
Customer Success
Salt Lake City, Utah
Minimum Experience
Mid-level
JOB TITLE :
Senior Customer Support Specialist (Remote)
DEPARTMENT :
Customer Support
LOCATION :
Remote
REPORTS TO :
CEO
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 YOULL DO:
WHAT YOULL BRING:
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
Location
Salt Lake City, Utah
Minimum Experience
Mid-level
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