Customer Support Specialist

Job Title:

Job Title

Department:

Reports

Location:

Mode:

Experience

Role Overview:

As a Customer Support Specialist, you will be the first point of contact for platform users, responsible for resolving Tier 1 and Tier 2 technical support issues, maintaining customer satisfaction, and contributing to the ongoing improvement of self-service support resources. This role combines hands-on troubleshooting, cross-functional collaboration, and clear customer communication, all within a structured SLA-based support environment.

Key Responsibilities:

Ticket Management & Technical Support

• Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets within SLA timelines.
• Accurately classify ticket severity levels (Level 1–5) and escalate appropriately.
• Verify CRM and inventory integrations (e.g., eLeads, VinSolutions, DriveCentric).
• Configure dealer and group settings including CRM mappings and inventory feeds.
• Respond promptly to user chats (within 5 minutes) through the support widget.
• Follow up with customers, provide resolution summaries, and close tickets in the system.

Knowledge Base & Self-Service Enablement

• Create and update at least 2 knowledge base articles or video guides per month.
• Expand self-help documentation for setup guides, system configurations, and feature usage.
• Contribute to AI-driven support content for better automated responses.

Process Improvement & Collaboration

• Attend daily stand-ups and participate in weekly ticket and KPI reviews.
• Work closely with engineering and product teams to replicate and validate reported bugs.
• Proactively raise tickets based on monitoring alerts or recurring user issues.
• Assist in feature testing and provide structured feedback to product stakeholders.

Must-Have Qualifications:

• 2+ years of experience in technical support, SaaS platforms, or helpdesk operations.
• Familiarity with ticketing systems (e.g., Zoho Desk, Zendesk, Freshdesk) and SLA workflows.
• Technical troubleshooting skills, including log analysis and system configuration.
• Clear written and verbal communication in English.
• Comfort using modern collaboration tools (Slack, Google Workspace, Jira, Confluence).

Nice-to-Have Skills

• Experience with automotive CRM platforms or dealership workflows.
• Knowledge of telephony platforms or APIs (e.g., Twilio).
• Understanding of REST APIs and basic scripting (Python, Java) for diagnostics.
• Familiarity with observability tools like Grafana or Prometheus.

Soft Skills & Attributes

• High customer empathy and active listening.
• Analytical thinking and root-cause problem solving.
• Clear, structured communication with technical and non-technical users.
• Strong attention to detail and process adherence.
• Time management and multitasking across high-priority support issues.
• Growth mindset and continuous learning orientation.