Support Specialist

At Call Revu, we leverage innovative technology to help dealerships focus on what truly matters—the customer. Our state-of-the-art solutions streamline communication strategies through advanced telephony, call monitoring, detailed analytics, tailored training, and more. By enhancing customer engagement and improving lead conversion, we empower dealerships to drive meaningful business results.

The Support Specialist is the front-line contact for Call Revu’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 provides services through the following channels including, but not limited to, answering inbound phone calls, responding to emails, and engaging in web chat interactions with end users.

As necessary, the Support Specialist will elevate any issues to Tier III Support Specialist and the Development team for further research and resolution.

• Provide customer-first focused technical support to assist dealers with issues incurred when using Call Revu’s products. This includes escalating issues they cannot resolve as necessary to the Tier III Support Specialist and/or the Director of Support.
• Communicate with customers via phone, email, and/or chat to perform initial triage to determine the level of support required.
• Troubleshoot, diagnose, and resolve technical issues for customers, ensuring proper documentation and follow up on all tickets through to resolution.
• Receive and respond to inbound phone calls, emails, and chat messages to assist with technical questions and/or concerns to enable customers to understand, navigate, and utilize all Call Revu’s products. This includes escalating any issues as necessary.
• Prioritize and close tickets according to customer requirements and existing tickets, ensuring thorough documentation and issue resolution.
• Ensure timely and thorough communication with customers and internal team members on the status of all tickets. Follows up with customers to provide status updates as appropriate.
• Provide assistance to new and existing customers with their needs, including, but not limited to, creating new phone numbers and/or logins.
• Proactively engage new customers to ensure products are working as they should.
• Respond to and complete requests from internal team members on the Client Services, Onboarding, and Sales teams.

• High School diploma required. Bachelor’s degree or equivalent combination of education and work experience is preferred.
• At least 1 to 3 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 industry experience a plus.
• A+ Certification and/or Network + Certification preferred.
• Ability to diagnose, troubleshoot, and resolve basic technical support issues with the ability to elevate issues to a higher level as appropriate.
• Prior experience working with CRM software preferred.
• Strong computer skills with the ability to navigate and become an expert on multiple applications and programs.
• Intermediate to advanced knowledge of Microsoft Office products, including Outlook, Word, Excel, and PowerPoint.
• Ability to build strong working relationships, follow up on requests and complete tasks and projects according to established priorities.
• Strong analytical and listening skills with the ability to collect information by asking appropriate questions, analyzing the information,…