CallRevu helps thousands of automotive dealers in the U.S. cultivate their customer experience on the phone. CallRevu gives dealers valuable insights into their caller's journey by tracking, monitoring, listening to, summarizing, alerting, and reporting on dealership phone calls to monitor call performance. With our robust data and reporting, we are able to coach and enhance the caller's experience to help dealers increase market share, customer retention, and profitability in all phases of dealership operations. Created and managed by a team of automotive and technology professionals, CallRevu partners with some of the best known and highest performing dealerships across the U.S. to not only report issues and outcomes, but fix them.

Position Summary
The Client Support Specialist (Support Specialist) is the front-line contact for CallRevu’s customers and a critical team member who provides direct technical support to our end users. The Support Specialist interacts directly with customers and internal team members, providing a high level of customer support to dealers, agencies, and partners by diagnosing, troubleshooting, and resolving issues. The Support Specialist will provide services through the following channels: answering inbound phone calls, responding to emails, and engaging in web chat interactions with dealer end users. As necessary, the Support Specialist will escalate any issues to tier III support as well as the engineering team.

Key Responsibilities

• Provide world class customer service
• Performs initial triage to determine level of support required.
• Diagnoses, troubleshoots, and resolves technical issues for customers, ensuring proper documentation and follow up of all tickets.
• Prioritizes and closes tickets according to customer requirements and existing tickets.
• Ensures timely and throughout communication with customers and internal team members on the status of all tickets.
• Responds to inbound phone calls, providing support to resolution any issues, ensuring an exceptional customer experience. Escalates any issues to a higher level of support as appropriate.
• Provides assistance to existing and new customers with any needs, including, but not limited to, creating new phone numbers and/or logins.
• Proactively engages new customers to ensure products are working as they should. Provides assistance as needed.
• Responds to and completes requests from internal team members on the Customer Success, Performance Management, and Sales teams.
• Ensures thorough knowledge of all existing and new and existing in-house products to support and resolve issues.
• Maintains up-to-date knowledge related to the industry and technical support trends and techniques.
• Ensures alignment to CallRevu’s Mission, Vision, and Values to meet organizational goals.
• Collaborates with team members and colleagues in other departments to continuously improve CallRevu’s operations.

Qualifications

• High school diploma or GED equivalent. Bachelor’s degree in Computer Science, Information Technology, Communication, or related field of study a plus.
• At least 2 to 5 years of customer/technical support experience in a technology company with a proven track record and ability to deliver an exceptional customer experience. Prior SaaS environment experience a plus.
• A+ Certification and/or Network + Certification strongly preferred.
• Knowledge of how to diagnose, troubleshoot, and resolve basic technical support issues with the ability to escalate issues to a higher level as appropriate.
• Prior experience working with CRM software.
• Strong attention to detail and the ability to multi-task and respond to changing needs as they present in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Ability to break down technical language in writing and verbally to be easily understandable to a non-technical end-user.
• Ability to work both independently, and as part of a team.
• Ability to work non-traditional business hours (nights and weekends) as needed.
• Ability to align to CallRevu’s Mission, Vision, Values, and goals to support the initiatives and organizational needs.

Work Environment
Work performed in a standard office environment.
OR
Work performed in a standard home office (telework) environment.

Physical Requirements
This job operates in a professional office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Flexibility related to work hours as project demands arise.
• Occasionally required to lift 5 to 40 pounds.
• Must be able to sit at a computer and stand for extended periods of time.
• Must be able to use hands to finger, handle, or feel.
• Must be able to reach with hands and arms.
• Must be able to communicate verbally to speak and hear.
• Must have close and classroom vision.

Travel Requirements
Travel may be necessary, up to 5% of the time (local, regional). Travel would involve the following mode(s) of travel: car, train, and air.

Disclaimer
This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of an employee. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of an employee. An employee may be asked to perform other duties as required.