Senior Customer Support Specialist - Salt Lake City, United States - 321 Ignition

    321 Ignition
    321 Ignition Salt Lake City, United States

    2 weeks ago

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    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:

    • 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 YOULL 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
    Location

    Salt Lake City, Utah

    Minimum Experience

    Mid-level

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