Customer Support Representative

Company: Connected Dealer Services
Location: Irvine
Posted on: May 14, 2022

Job Description:

Job Description Job description: Be a part of the A-Team. As a Customer Support Representative, you will be responsible for using your technical and verbal communication skills to answer all customer inquiries that are submitted via chat, e-mail, or phone; Sometimes all 3 simultaneously. These requests vary from User Interface guidance, troubleshooting device/UI issues to submitting feature or UI enhancement request to the engineering team. While a solid technical skill set is important in this role, you will also find yourself using your soft skills as you will interact with different types of personnel at different levels. It is important to remember, we are the voice of the customer Work Schedule: Tuesday-Saturday 6:30am-3:30pm, Saturday 8am-5pm (Off Sunday & Monday) Tuesday-Saturday 7:30am-4:30pm, Saturday 8am-5pm (Off Sunday & Monday) Monday-Thursday 8:30am-5:30pm, Sunday 8am-5pm (Off Friday & Saturday) Our Ideal candidate would possess the ability to: Prioritize and manage several open calls and email tickets simultaneously Troubleshoot varying Machine 2 Machine hardware through different platforms Ability to troubleshoot varies application types Utilize proper troubleshooting steps based upon product type Primary Responsibilities: Ensure all customer inquiries are properly logged into ticketing system Analyze customers problems and research the best solution Receive and acknowledge inbound calls, chats and email inquiries Participate in an On-Call rotation Attend Daily huddle with team Expand our support knowledge base by documenting and creating processes Provide testing when engineering rolls out releases to the application/database updates Prioritize and manage several open tickets simultaneously Troubleshoot Machine 2 Machine hardware, utilizing company resources Experience: Minimum of 2 years of experience in a Customer Service, Technology Support or Call Center setting is preferred Prior experience in the Automotive industry is preferred Skills: Multitasking at a rapid pace Strong email etiquette High attention to detail Good listening skills Excellent verbal communication Analytical and problem-solving skills Abilities: Ability to effectively deescalate potential hostile customers with empathy Education: High school diploma required Associate Degree (AA) is preferred Pay: $18.00 - $19.00 per hour Benefits: Dental insurance Flexible spending account Health insurance Health savings account Paid time off Vision insurance Education: High school or equivalent (Required) Work Location: One location Company Description Connected Dealer Services (CDS) a connected car technology company providing automotive dealers with smart GPS mobile tools and services that help them optimize their operations and drive more profits to their bottom line.

Keywords: Connected Dealer Services, Irvine , Customer Support Representative, Other , Irvine, California