Customer Support Technician

Job Overview

This position accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources in a Call Center Environment.

• Answering all inbound phone calls
• Answering inbound phone requests from clients in a timely fashion
• Documenting customer interactions properly within the CRM as a matter of record
• Provide accurate information to customers using online OEM resources as needed
• Programming Vehicle ECUs correctly
• OE scanning vehicles correctly
• Positively position the value of the solutions provided
• Troubleshooting all Opus IVS products/services
• Other duties as assigned

• High School and successful customer service experience
• Strong Windows Operating System Familiarity
• Microsoft Office familiarity
• Superior customer service skills
• Strong problem-solving capabilities
• Ability to communicate effectively both verbally and in writing with customers
• Ability to multi-task

Preferred Qualifications

• OE/Dealer level diagnostic and programming experience
• Automotive Repair experience/education
• ASE Certification(s)
• Call Center experience
• Familiarity with SLAs and meeting metrics
• Familiarity with pre/post scanning of automobiles
• Collision automotive experience
• Bilingual a plus but not required

Physical Requirements

• Must be able to hear on a telephone and at times with others speaking
• Work is in a temperature-controlled office