Customer Support Representative

Epitec is seeking a Dealer Chat Agent to join our automotive client's team. As a Dealer Chat Agent, the candidate will provide live chat assistance to dealers, offering general support and playing a key role in client programs.

• This is an ongoing W2 contract
• This is a hybrid position in Smyrna, TN (Mon - Thurs onsite, Fri remote)
• This position offers $25/hour, 10 days PTO, 16 Paid Holidays, medical contributions (if desired), dental/vision, 401(k) retirement savings plan

• Provide real‑time chat support to dealership service, parts, and warranty teams, addressing general maintenance, service, and repair inquiries.
• Navigate and research Service Manuals, TECH LINE cases, ASIST, and internal resources to deliver accurate guidance.
• Support the LenZ program, including onboarding new dealers, managing enrollments, assisting with platform usage, and promoting proper adoption.
• Document and manage all support cases, updating Salesforce reports/dashboards and ensuring accurate record‑keeping.
• Create and update PowerPoint presentations, Excel reports, meeting materials, and other documentation for internal teams and leadership.
• Provide non‑diagnostic technical assistance to dealers via outbound calls and initiate Tech Link remote sessions for PC and technical issues.
• Assist with departmental initiatives including PEEK training coordination, Tech Alerts creation, and other support tasks as assigned.

• 2+ years of experience in a professional environment; automotive service, parts, or IT support experience strongly preferred.
• Strong interpersonal and communication skills with the ability to manage multiple time‑sensitive tasks.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint);
  Salesforce experience preferred.
• Ability to learn and use department applications such as CONSULT, Webex, ASIST, EPC, and NNAnet.
• Typing speed of 40+ WPM and strong documentation habits.
• High school diploma required; AA degree or relevant technical coursework preferred.
• Strong problem‑solving skills with the ability to view decisions from the customer’s perspective and recommend appropriate actions.

Associate

Contract

Customer Service