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Customer Support Specialist

Company: Dealerware
Location: Austin
Posted on: September 22, 2022

Job Description:

About Dealerware:
Dealerware has been recognized as a Best Places to Work 2022 - Austin Best Midsize Companies. We are a modern fleet management platform for the modern retailer. We are proud to be one of the hottest software companies in the automotive sector. By combining a modern-approach with fresh design thinking, Dealerware's industry-leading SaaS platform enables best-in-class fleet management and mobility for top automotive dealerships and manufacturers. Three years ago, we burst onto the scene with a promise to reduce costs and elevate the customer experience at automotive dealerships. Dealerware currently manages fleets for 28 automotive brands and 10 of the top 10 dealer groups in the country. With a recent expansion into international markets, our growth trajectory continues to be within the top 1% of SaaS businesses. Across the automotive ecosystem, there's hundreds of billions of dollars at stake. And we're right in the swell of it. As a Dealerware Customer Support Specialist, you will:
Provide first level support for inbound cases from Dealerware customers.
Trouble-shoot dealership support and product cases.
Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service.
Help customers by phone, chat, email, or by any other communication method.
Provide an exceptional customer experience.
Facilitate customer engagement and success.
Make or suggest updates to Training and Knowledge Base (support articles and FAQs)
Work cooperatively with other departments on improvement of procedures, standards, documentation, and training through intelligence gained through customer interactions.
Work cooperatively with the product and engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually.
Maintain accurate support case information in Zendesk.
Conduct regular case management to ensure adherence to all support standard operating procedures.
Maintain appropriate level of skills to handle cases and requests in line with established service levels.
Required Qualifications:
Exceptional analytical and problem-solving skills
Tech forward, smart Phone/Mobile device proficiency, required
Articulate, excellent (demonstrated) verbal and written communication skills, in person and through virtual means
Ability to quickly assess a situation and take appropriate action
Ability to work effectively with other teams to resolve time sensitive issues - in person and remotely/virtually
Ability to verbally educate and effectively convey knowledge on product use and process
Good general etiquette
Detail oriented, highly organized, process driven
Software and database knowledge and experience, ie. Microsoft Office, Google products, SalesForce, Gainsight, Zendesk, or other CRM systems
1-3 years of B2B customer support experience specifically supporting SaaS products, with heavy emphasis on virtual/phone and email support, technical product troubleshooting and issue resolution
Excellent customer service delivery - demonstrated empathy, patience and understanding in stressful customer situations - ability to put the customer at ease
Prior experience in the retail automotive space, specifically within an auto dealership, preferred
College degree preferred
Valid driver's license & clear driving record
Clear criminal history screen
Behavioral characteristics:
Entrepreneurial - works well with ambiguity, high initiative, creative
Upwardly mobile - promotable, mobile, focused on self improvement
Accountable - high integrity, interpersonal, self sufficient, strong work ethic
Solutions oriented - natural problem solver, critical thinker
Adaptable - to people and situations - a social chameleon, ability to interact at all levels
Charismatic - natural ability to make you smile, takes pride in service, confident
Team Oriented - Team success is our goal and the right candidate will care as much about team success as personal success
Competitive - Someone that thrives well in a competitive environment with elevating benchmarks, and constant incremental improvements.
Dealerware Offers you:
Competitive base salary with bonus incentive eligibility
Full benefits (medical, dental, vision, 401k)
New office and a dynamic team in downtown Austin with free parking
Work flexibility (hours and remote)
Eligible for 100% of annual bonus based on employee performance
Friendly, small company environment with a progressive culture and flexible hours
Tuition reimbursement, paid Udemy account, training and certification coverage
Generous paid parental leave program (12 weeks)
Backed by Audi, a 113-year-old automotive industry leader
Semi-flat organizational structure that ensures your influence on products we build
Unlimited paid vacation policy
Discounts on Silvercar rentals
Employee Equity Program
IND123 Dealerware is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Dealerware's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.
*We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

Keywords: Dealerware, Austin , Customer Support Specialist, Other , Austin, Texas

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