[Hiring] Support Specialist @CallRevu

Role Description

The Support Specialist is the front-line contact for CallRevu’s customers and a critical team member who provides direct technical support to our end users. The Support Specialist interacts directly with customers and internal team members, providing a high level of customer support to dealers, agencies, and partners by diagnosing, troubleshooting, and resolving issues. The Support Specialist provides services through the following channels:

• Answering inbound phone calls
• Responding to emails
• Engaging in web chat interactions with end users

As necessary, the Support Specialist will escalate any issues to Tier III Support Specialist and the Development team for further research and resolution.

A few of the things you'll be doing:

• Provide customer-first focused technical support to assist dealers with issues incurred when using CallRevu’s products.
• Communicate with customers via phone, email, and/or chat to perform initial triage to determine the level of support required.
• Troubleshoot, diagnose, and resolve technical issues for customers, ensuring proper documentation and follow up on all tickets through to resolution.
• Receive and respond to inbound phone calls, emails, and chat messages to assist with technical questions and/or concerns.
• Prioritize and close tickets according to customer requirements and existing tickets, ensuring thorough documentation and issue resolution.
• Ensure timely and thorough communication with customers and internal team members on the status of all tickets.
• Provide assistance to new and existing customers with their needs, including creating new phone numbers and/or logins.
• Proactively engage new customers to ensure products are working as they should.
• Respond to and complete requests from internal team members on the Client Services, Onboarding, and Sales teams.

Qualifications

• High School diploma required; Bachelor’s degree or equivalent combination of education and work experience preferred.
• At least 1 to 3 years of customer/technical support experience in a technology company.
• Proven track record and ability to deliver an exceptional customer experience; prior SaaS industry experience a plus.
• A+ Certification and/or Network + Certification preferred.
• Ability to diagnose, troubleshoot, and resolve basic technical support issues.
• Prior experience working with CRM software preferred.
• Strong computer skills with the ability to navigate and become an expert on multiple applications and programs.
• Intermediate to advanced knowledge of Microsoft Office products.
• Ability to build strong working relationships and complete tasks according to established priorities.
• Strong analytical and listening skills.
• Excellent communication skills, both verbally and in writing.
• Strong organizational skills with the ability to manage multiple projects and tasks simultaneously.
• Strong attention to detail and the ability to multi-task.
• Ability to work both independently and as part of a team.
• Ability to work during non-traditional business hours as needed.
• Ability to align to CallRevu’s Mission, Vision, Values, and goals.

Benefits

• A Collaborative Culture: We value your ideas and contributions, fostering a supportive and inclusive environment.
• Cutting-Edge Technology: Work with innovative solutions that are transforming the automotive industry.
• Competitive Compensation: Enjoy a comprehensive benefits package and ample opportunities for professional growth.