Customer Support Rep (Inventory+)

Our Company:

We are a growing company!

We were established in 2001 and since 2014, we have acquired 4 companies!

What We Do:

We create and deliver a technology platform to the automotive industry.

Our Culture:

Being a tech company we have a laid back environment. Casual dress code: sandals and shorts approved, bagel Fridays, and a game room whenever you need a break! Those are just a few of the perks!

Here’s a glimpse into our world: https://www.themuse.com/companies/dealersocket

Skills/Requirements Essential Job Duties

  • Answer customers’ technical questions and solve problems related to use of FEX, Autostar, or iDMS and related products
  • Use automated phone queue and remote support software
  • Effectively document customer calls and problem resolution using SalesForce
  • Act independently and assume complete ownership of each customer issue until resolved
  • When necessary, collaborate with other resources to resolve issue
  • Contact third party vendors with inquiries and request other technical assistance
  • Work with team members in other departments for needed problem resolutions
  • Use documentation and training tools and provide to customers when needed
  • Provide guidance, leadership, technical consultation and training to other staff on problem resolution, new software releases, and additional features as needed
  • Provide thorough follow-up with customers, team members, and the entire company, when necessary

Education, Skills & Experience:

  • Experience providing technical support
  • Excellent problem solving skills are essential, working knowledge of troubleshooting techniques
  • Excellent customer service skills, organizational, interpersonal, and verbal/written communication
  • A comprehensive software background is preferred, hardware and systems understanding very helpful
  • Good presentation and training skills are desired
  • Must be able to deal effectively with antagonistic situations, using interpersonal skills to defuse escalated situations
  • Bilingual (Spanish and English) is a plus

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