[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. DealerBuilt is a portfolio of automotive dealership SaaS brands that empowers people to achieve their unique ambitions. They are seeking a Customer Support Specialist to provide exceptional support and assistance to customers by addressing inquiries, resolving issues, and ensuring a positive experience with their products and services.ResponsibilitiesServe as the first point of contact for customers seeking assistance over the phone or email in area of expertiseBuild strong and positive relationships with customers, demonstrating empathy and patience in all interactionsRespond to customer inquiries and concerns promptly and professionally via various communication channelsPerform remote troubleshooting through diagnostic techniques and pertinent questionsTroubleshoot to identify and resolve problems in a timely mannerWalk the customer through the problem-solving processReal time documentation to keep detailed notes on ticketsFollow-up and update customer status and informationWork to diagnose and resolve basic technical issuesEscalate issues to the next Tier of support with next level of difficultyProactively gather customer feedback to understand pain points and areas for improvement, advocating for customer needs within the organizationAssist in and plan training, development and education for features and updatesAssist in providing data to internal teams by correct usage of support team desking toolParticipate in on-call rotation every 6-8 weeksOther duties as assignedSkillsExcellent verbal and written communication skillsExcellent interpersonal and customer service skillsExcellent organizational skills and attention to detailStrong analytical and problem-solving skillsStrong training and presentation skillsProficient with Microsoft Office Suite or related softwareIT knowledgeAt least three years of related experience required, with prior management experience highly preferredBachelor's degree preferredEducation RequirementsBachelor’s degree preferredBenefitsComprehensive Health Coverage: Access to top-tier medical, dental, and vision insurance ensuring you and your loved ones are well taken care of.Financial Wellness: Benefit from a Health Savings Account (HSA) and Flexible Spending Accounts (FSA/DCFSA) to empower your financial planning and health-related expenses.Peace of Mind with Insurance Plans: Our commitment to your security includes Accident, Hospital, and Cancer Supplemental Insurance, as well as Disability Insurance, ensuring you have the support you need during challenging times.Life and AD&D Insurance: Protect your loved ones with our comprehensive life and accidental death & dismemberment insurance coverage.401(k): Secure your financial future with our 401(k)-plan featuring no wait time and a company match.Employee Assistance Program (EAP): Your mental and emotional well-being is paramount. Access confidential counseling, support, and resources through our EAP.Work/Life Balance: We believe in working hard for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work. Enjoy Unlimited Paid Time Off along with remote flexibility.Employee Referral Program: Our Referral Program incentivizes you to bring talented individuals into our growing organization.Company OverviewDealerBuilt provides a dealer management system for auto dealers nationally. It was founded in 1992, and is headquartered in Mason City, Iowa, USA, with a workforce of 201-500 employees. Its website is https://dealerbuilt.com.