Customer Support Specialist

As a Customer Support Specialist, you will:

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. 

People who know you well would say you are:

Detail-oriented and highly organized
Effective at managing your time and prioritizing appropriately
Articulate with excellent, demonstrated verbal and written communication skills
Able to quickly assess a situation and take appropriate action
A respectful collaborator who works effectively with other teams

Required qualifications:

• 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

Preferred qualifications:

• 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)

Dealerware offers you:

Competitive base salary with bonus incentive eligibility
Full benefits (medical, dental, vision, disability)
401(k) with company match
On-demand educational courses via LinkedIn Learning
Tuition reimbursement and continuing education
Unlimited paid vacation policy
Flexible work
Generous Paid Parental Leave program
Modern office and a dynamic team in downtown Austin with free parking
Friendly, small company environment with a progressive culture