Customer Support Agent
D2C
Posted on 2/8/2024
Dealer Inspire

201-500 employees

Building technologies for dealerships to sell and service cars.
Company Overview
Dealer Inspire, a CARS company, is a leading automotive platform provider driven to developing innovative mobile first technologies for its partners. Headquartered in Naperville, IL, Dealer Inspire is comprised of more than 500 individuals across the United States and Canada that bring diverse backgrounds and skill sets to push boundaries and rethink digital tools that improve the dealer and consumer experience.

Company Stage

N/A

Total Funding

$300K

Founded

2013

Headquarters

Naperville, Illinois

Growth & Insights
Headcount

6 month growth

-10%

1 year growth

-28%

2 year growth

-26%
Locations
Montreal, QC, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Management
Marketing
CategoriesNew
Customer Success & Support
Requirements
  • Undergraduate degree in a technical field (Comp-sci, BTM, etc) OR equivalent work experience
  • Five (5) years of relevant work experience, with at least 2 years in a technical environment
  • Helpdesk experience / IT Service Desk experience is considered an asset
  • Experience in the automotive, telecom, or travel industry a plus
  • Bilingual in English and French
Responsibilities
  • Resolve incoming or scheduled requests within the company SLA promise to maximize customer satisfaction
  • Intake technical product support requests from customers through various channels, primarily inbound email as well as inbound phone calls & call-back requests
  • Troubleshoot complex product-related issues
  • Escalate more complex issues to higher-level support teams and/or management, and de-escalate customers as needed
  • Provide quality service to customers in accordance with the department’s guidelines and policies
  • Take a high rate of inbound contacts and provide a high level of engagement with the customers to assist them with a resolution to their product-related issue(s)
  • Stay aligned with internal knowledge sharing, platforms and training processes to answer customer questions accurately and maintain personal skills
  • Use advanced product knowledge to educate customers on product features or additional services to meet their needs
  • Support data maintenance and hygiene by accurately documenting customer interactions and adding notes in all applicable systems
  • Be a steward of our customer experience by communicating process, system or technical improvement opportunities to Management or to the Product Team
  • Acquire technical and service certifications as required
  • Understand website package levels and set appropriate client expectations; identify consultative upsell opportunities and hand off to Managed Services, Performance Management or Sales as appropriate
  • Complete personal and department-assigned goals
Desired Qualifications
  • Ability to handle a high volume of support-related inquiries with a high level of professionalism in verbal and written communication
  • Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry
  • Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry