Senior Customer Support Specialist

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide an Effortless Customer
  
  Experience:
  
  Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Provide Tier 1 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic questions about the solution.
• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate internal and security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

• High school diploma or equivalent;
  Associate's or Bachelor's degree is a plus.
• Proven customer support or client service experience.
• Strong phone, email contact handling skills and active listening.
• Familiarity with CRM systems and practices, preferred.
• Customer orientation and ability to adapt/respond to different types of personalities.
• Excellent communication and problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively.
• Experience in title, registration, DMV, or dealership, preferred. Technical support experience is preferred.

Demonstrates strong customer support capabilities with a focus on effective communication, problem-solving, and the ability to adapt to various customer personalities. Proficient in utilizing CRM systems and providing Tier 1 support to enhance customer satisfaction.

• Customer Support Experience
• Active Listening Skills
• CRM Systems Familiarity
• Excellent Communication Skills
• Problem-Solving Skills

• Customer Orientation
• Time Management
• Multitasking
• Adaptability

• High School Diploma
• Associate's Degree
• Bachelor's Degree

• Tier 1 Support
• Customer Experience
• Support Ticketing Systems
• Phone Contact Handling
• Email Contact Handling
• DMV Experience
• Dealership Experience
• Technical Support Experience