What are the responsibilities and job description for the Customer Support Specialist position at Vanguard Dealer Services?
Position: Customer Support Specialist
Location: Eau Claire, WI (On-Site)
The Team:
MenuSys believes in the power of strong alliances. We partner with dealerships to improve people, process and performance. MenuSys is very familiar with the daily challenges of a dealership in today’s rapidly changing and growing marketplace. Using integrity as our cornerstone, we only offer products and services that provide maximum profitability for our customers.
The Perks:
- An opportunity to work with a growing company and energetic team
- Medical, Dental, Vision benefits
- 401K with company match
Job Overview:
We are seeking a dedicated Customer Support Specialist to join our software company. This role combines technical support expertise with customer success characteristics to ensure customers receive exceptional service and achieve their desired outcomes. The ideal candidate brings automotive dealer experience; however that is not required. This role will proactively assist customers, resolve technical issues, and foster long-term relationships to enhance customer satisfaction and retention.
Key Responsibilities:
- Provide timely and professional assistance to customers via phone and email diagnosing and resolving technical issues related to the company’s software products.
- Over time, become a 100% expert at all customer functionality within our software.
- Collaborate with internal teams (e.g., product development) to address bugs or recurring technical challenges.
- Document customer interactions and resolutions in the support database for future reference.
- Assist with proactively onboarding new users by providing guidance on product features.
- Share customer insights with sales, marketing, and product teams to refine strategies and improve offerings.
- Participate in team meetings to discuss recurring issues and recommend improvements to enhance the customer experience.
Required Skills and Qualifications:
Soft Skills:
- Excellent Communication Skills: Ability to explain complex technical concepts clearly over the phone.
- Empathy: Understand customer challenges and provide supportive solutions
- Customer Focus: Prioritize customer satisfaction.
- Attention to Detail: Ensure all inquiries are thoroughly tracked and documented. Monitor ongoing tasks, capture key information, and ensure that no critical details are overlooked, following up on pending items to achieve timely resolutions.
- Time Management: Efficiently handle multiple inquiries without compromising service quality.
Technical Skills:
- Proficiency in troubleshooting software issues and configuration problems.
- Familiarity with support tracking software and remote desktop tools for providing technical support.
Preferred Qualifications:
- Experience in a customer-facing role.
- Demonstrated ability to collaborate across teams (sales, product development) effectively.
- While not required, the ideal candidate will have automotive dealer expertise.
Success Metrics:
The Customer Success Support Specialist will be evaluated based on:
- Resolution time for technical issues.
- Feedback from internal teams on collaboration effectiveness.
- Customer retention rates.
This hybrid role is ideal for candidates who excel in both technical problem-solving and proactive relationship management, ensuring customers not only receive support but thrive using the company’s software solutions.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Spectrum we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.”
Diversity, Equity, & Inclusion at Spectrum Automotive Holdings Corp.:
Spectrum affirms that inequality is detrimental to our employees, our customers, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Spectrum is committed to equal opportunity regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age marital status, or protected veteran status and will not discriminate against anyone on the basis of disability. Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well. We support an inclusive workplace where employees excel based on personal merit, qualifications, ability, and job performance.
Position Type: Full Time/Non-exempt
