DealerOn is hiring a
Support Associate

Summary

The Support Associate is a remote technical support role that requires some college education, previous customer service experience, and familiarity with technical contact center environment. The job involves handling customer requests, ensuring response time service level agreements are met, and providing a world-class customer experience.

Requirements

• Some college experience with a focus in computer science, web design, technical project management, or equivalent program
• Ability to consistently demonstrate strong customer service phone proficiencies that encapsulate sound technical knowledge, professionalism, empathy, and communication skills
• Familiarity with a technical contact center environment that focuses on effectively troubleshooting 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
• Elementary knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
• 2+ years of previous customer service experience, preferably in a technical environment
• 1+ years of experience in a call center environment
• Familiarity with the daily procedures of a technical contact center
• Rudimentary knowledge of HTML, CSS, and JAVA SCRIPT
• Familiarity with at least one content management system (CMS) such as WordPress, Drupal, Joomla
• Knowledge of Google Analytics
• Effective verbal and written communication skills and the ability to effectively communicate technical information to audiences of different skill level

Responsibilities

• Be an active member of the support team that is tasked with ticket creation, basic root cause identification, issue resolution, and demonstrating service delivery best practices with an emphasis on first call resolution
• Respond promptly and professionally to inbound calls and emails from customers while emulating established and proven customer service skills and meeting or exceeding contracted service level agreements and performance goals
• Provide the initial documentation, validation, and triaging of incoming support calls and email cases
• Responsible for providing a first call resolution when applicable or routing/escalating the incident to the appropriate resource when necessary
• Ensure that daily individual performance and quality goals are met or exceeded, and the customer’s technical issues are handled in a professional, empathetic, and effective fashion according to team processes

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