Customer Support Representative

Connected Dealer Services is an innovative technology company offering cloud-based solutions tailored for modern car dealerships across the U.S. We provide auto dealers with specialized tools to manage inventory effectively, safeguard assets, reduce costs, enhance service retention, and add value at the point of sale. With our expertise in both wired and wireless technology and with a deep understanding of dealership operations, we deliver systems that support efficient and informed decision-making.

We are seeking a dedicated and talented Customer Support Representative to join our team. This role serves as a critical link between our valued customers and dealerships. As a direct representative of the company in all support-related matters, the Customer Support Representative is the voice for the customer, dealership, and sales/field teams. They provide frontline assistance and escalate issues to Tier 2 support when necessary, ensuring timely and effective resolution.

• Respond to customer inquiries via email and phone regarding user interface guidance, troubleshooting, and device issues.
• Analyze customer problems and research effective solutions.
• Log and manage support tickets, ensuring timely resolution.
• Participate in on-call rotations as needed.
• Attend daily team huddles to stay aligned on tasks and updates.
• Prioritize and manage multiple open tickets simultaneously.
• Troubleshoot Machine-to-Machine hardware using company resources.

Skills required:

• Commitment to providing 5-star customer service.
• Strong relationship management across multiple communication platforms.
• Professional phone presence and etiquette.
• Excellent attention to detail and organizational skills.
• Technical aptitude with systems and software.
• Ability to work cross-functionally with Customer Relations and Service teams.
• Ability to work independently with minimal supervision.
• Effective multitasking skills.
• Strong email etiquette and verbal communication.
• Good listening, analytical, and problem-solving skills.

Qualifications and Education Requirements:

• Associate Degree (AA) is preferred or equivalent business experience.
• 2+ years' experience managing customer relationships while ensuring the best possible customer experience.
• 2+ years' experience working in coordination, and customer support.
• Experience in a technology support or technical service environment is a plus.

Physical Requirements:

• Must be able to sit for extended periods.
• Repetitive motion is required for computer entry.

A comprehensive Benefits package with employer contributions

• Medical benefits with employer contribution
• Dental and Vision with employer contribution
• Flexible Spending Plans and Heath Savings Account programs
• Basic Life and Personal Accident Insurance (Employer Paid)
• Ten (10) paid holidays

Hourly Range - $19.00 - $21.00

Note:

This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, qualifications, or requirements.

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