Tier 1 Technical Support
- Job Title
- Tier 1 Technical Support
- Job ID
- 27694991
- Work Hybrid
- Yes
- Location
- KANSAS CITY, MO 64105
- Other Location
- Description
-
Tier 1 Technical Support
Location – Kansas City
Working Group – 3
Travel Required – No
Classification – Non-Exempt
Leadership Level – GS 3 to GS 4
*Core Competencies associated with this role: Attendance & Punctuality, Customer Service, Dependability, Job Knowledge
AutoAlert is the original disruptor in the automotive software space. Our Customer Experience Management (CXM) platform is revolutionizing the dealership-customer relationship, creating direct opportunities for meaningful connections and seamless experiences both online and offline.
About AutoAlert
AutoAlert offers a portfolio of innovative solutions that maximize dealership profitability by focusing on customer relationships and creating direct opportunities for meaningful data-driven connections. Founded in 2002, AutoAlert is the leading automotive software and data mining provider, enhancing customer relationships that lead to repeat sales, service, and increased loyalty. AutoAlert’s mission is to empower innovative automotive partnerships to improve data-driven customer experiences. AutoAlert is proud to lead the industry in data security, with independently audited high-level security in place via Soc 2 Type 2 and ISO/IEC 27001:2013 certifications.
Role Description
At AutoAlert, the Tier 1 Technical Support is responsible for servicing our AutoAlert customers through incoming calls, emails, and chats. They are expected to deliver one-call resolution while guiding our customers to additional training and instructional material to support current steps or next steps in their understanding of our suite of products. You are expected to be the SME (subject matter expert) in all functionalities of our products, supporting both internal and external customers, while demonstrating the desire to provide a world-class user experience.
You are a team player with strong problem-solving skills and an innovative mindset. You will be a part of a creative, diverse, collaborative team of hardworking individuals to increase brand favorability, customer engagement and advocacy, and revenue growth. This is a fast-paced role that requires strong leadership, priority management, and interpersonal skills.- Handle inbound customer inquiries from numerous sources, including phone, email, and chat
- Diagnose initial inbound tickets within two hours of submission
- Create comprehensive Salesforce tickets detailing inbound communication received
- Close tickets via One-Call resolution or escalate customer experiences according to Client Care standards and documentation
- Provide necessary supporting documentation to appropriate team members for any escalated issues and maintain open lines of communication with customer throughout escalation process
- Maintain clear and consistent communication with customers while troubleshooting issues up to and including point-of-satisfaction resolution
- Other duties as assigned
- Previous experience in service-oriented industry
- Automotive experience preferred
- Sufficient product knowledge of the AutoAlert product platform
- Strong problem solving and troubleshooting capability
- Competency with computer applications and programs
- Proficiency in Salesforce
This position has no direct supervisory responsibilities but works with other team members inside and outside of the department
Across all teams, we look for the following Values:- Be a Role Model
- Be Passionate About our Partners’ Success
- Own Working Together
- Deliver Results
Accommodations
If you require assistance applying for open positions, please reach out to Human Resources at hr@autoalert.com.
Benefits
AutoAlert provides a robust benefits package to eligible employees. Eligibility requirements apply to all plans in the United States and Canada. AutoAlert reserves the right to alter benefits offerings at will.
Posting Statement
AutoAlert is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
AutoAlert does not accept unsolicited headhunter and agency resumes. AutoAlert will not pay any third-party agency or company that does not have a signed agreement with AutoAlert.
We are unable to sponsor H1-B Visas at this time.