Support Specialist

Description

SaaS Application Support Specialist.

This role provides technical guidance and support to our customers through completion of requests to modify styling, placement and functionality of tools on automotive dealer websites. Requests are received by email (creating a case in Salesforce), incoming calls and chat sessions. The role also interacts with vendor partners to ensure installation of our tools on websites, receipt and usage of inventory files, integrations with with other applications and troubleshooting video issues for our video services products.

Key Responsibilities

• Respond promptly to and resolve support inquiries through various channels, including email, phone, and chat.
• Make requested service changes for customers, such as updates to configuration of integrations, product settings, website plugin code and video settings.
• Communicate with Sales, Customer Success Management and Technical Services to ensure account expectations are understood and met - collaborating on addressing delays or roadblocks.
• Collaborate effectively with 3rd party vendors (ex: website vendors, inventory feed providers) to implement services, troubleshoot, and resolve errors.
• Maintain and update support ticket statuses and notes.
• Contribute to the growth of our online knowledge base.
• Conduct quality checks on existing customer services.
  
  

Requirements

Qualifications:

• Familiarity with website design components, HTML, and CSS
• Minimum of 1 year of experience in a SaaS or proprietary software technical support environment.
• Proficiency in ticketing applications such as Salesforce, Zendesk, or similar tools.
• Exceptional problem-solving skills
• Effective listening skills.
• A genuine passion for delivering exceptional customer experiences.
• Ability to navigate ambiguity and resolve customer inquiries with confidence.
• Proficiency in multitasking and managing open tickets in the queue.
• Self-motivated with the ability to work independently while collaborating with the team and development.