DealerOn is hiring a
Customer Specialist I

Summary

Join our team as a Customer Specialist I and provide outstanding technical support to DealerOn customers by resolving customer issues through multiple contact channels accurately and within contracted service levels.

Requirements

• Bachelor’s Degree in computer science, web design, technical project management, or equivalent program and certification
• Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills
• Experience in a technical contact center environment that includes the ability to effectively troubleshoot issues to their root cause and providing accurate resolutions in a timely manner
• Ability to think critically and contribute to the ongoing improvement of DealerOn’s products and processes
• Ability to quickly respond to changing department priorities and manage unexpected demands in a timely manner
• Ability to work effectively as part of a team as well as the determination to take on independent initiatives
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
• 3+ years of technical support delivery experience
• 1+ years of DealerOn experience or hands on experience with DealerOn’s products
• Familiarity with the daily procedures of a technical contact center
• Working knowledge of HTML, CSS, and JAVA SCRIPT
• Experience with at least one content management system (CMS) such as WordPress, Drupal, Joomla
• Experience with Google Analytics
• Working knowledge with the Agile methodology and ticket management systems such as JIRA

Responsibilities

• Be an active member of the support team that is tasked aiding in ticket creation, root cause identification, issue resolution, notification of incident reports and demonstrating service delivery best practices with an emphasis on first call resolution
• Invest in ongoing personal skills development to ensure technical expertise and industry specific skills are constantly expanded and honed
• Ensure that daily individual case quotas are met or exceeded, and the customer’s technical issues are resolved in a professional, empathetic, and effective fashion according to team processes
• Document all customer issues, interactions, and resolutions in the case management systems
• Provide an excellent customer service experience to customers by consistently delivering support using recognized best practices whether the interaction is in person, via phone or by email
• Participate in technology update meetings to stay abreast of platform changes and provide insight as to the effects on support delivery
• Actively author technical Knowledgebase articles and other technical documentation for consumption by the support team and customer community
• Provide management with production summaries on a weekly and monthly basis

Preferred Qualifications

• Ability to consistently demonstrate the organization’s core values and elevate the team spirit of their teammates
• Demonstrated ability to consistently compartmentalize their daily activities and provide exceptional results

Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account