What are the responsibilities and job description for the Customer Support Representative position at Connected Dealer Services, LLC Irvine, CA?
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 submitted via chat, e-mail, or phone; Sometimes all 3 simultaneously. These requests vary from User Interface guidance and troubleshooting device/UI issues to submitting feature or UI enhancement requests 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 that we are the voice of the customer!
Work Schedule (subject to change based on companies needs):
- 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 various application types
Utilize proper troubleshooting steps based on product type
Ensure all customer inquiries are properly logged into the ticketing system
Primary Responsibilities:
- Analyze customer's problems and research the best solution
- Receive and acknowledge inbound calls, chats, and email inquiries
- Participate in an On-Call rotation
- Attend Daily huddles with the 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:
- A minimum of 1 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
- Ability to effectively deescalate potential hostile customers with empathy
Education:
A 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
Work Location: One location
Job Type: Full-time
Pay: $18.00 - $19.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
- 2 years
Shift:
- 8 hour shift
Work setting:
- In-person
- Office
Work Location: In person
Salary : $18 - $19