Provide first-level support for inbound cases from Dealerware customers via phone, chat, email, or by any other communication method employed by the team.
Troubleshoot dealership support and product cases.
Maintain end-to-end responsibility for customer support needs, providing timely, reliable, and courteous service.
Be able to manage a high-volume caseload.
Maintain accurate support case information in our ticketing system.
Conduct regular case management to ensure adherence to all support standard operating procedures.
Apply product knowledge and problem-solving skills to efficiently triage, investigate, and resolve support cases while meeting or exceeding SLAs.
Make or suggest updates to Training and Knowledge Base (support articles and FAQs).
Suggest operational efficiencies, such as macros (template responses).
Work cooperatively with other departments to improve procedures, standards, documentation, and training, using intelligence gained from customer interactions.
Advocate for customer needs with the Product and Engineering teams during product development discussions.
Collaborate with the Product and Engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually.

Exceptional analytical and problem-solving skills
Ability to meet and/or exceed established KPIs, SLAs, and OKRs
Tech-forward, smartphone/mobile device proficient
Ability to verbally educate and effectively convey knowledge on product use and process
Excellent customer service delivery—demonstrated empathy, patience, and understanding in stressful customer situations—ability to put the customer at ease
1–3 years of B2B customer support experience specifically supporting SaaS products, with heavy emphasis on virtual/phone and email support, technical product troubleshooting, and issue resolution
Prior experience in the retail automotive space, specifically within a dealership or automotive SaaS company
Software and database knowledge and experience (e.g., Google products, Salesforce, Gainsight, Zendesk, or other CRM and ticketing systems)

Customer Support Specialist

Key skills