Support Specialist

Job description

Who we are: At CallRevu, we leverage innovative technology to help dealerships focus on what truly matters—the customer. Our state-of-the-art solutions streamline communication strategies through advanced telephony, call monitoring, detailed analytics, tailored training, and more. By enhancing customer engagement and improving lead conversion, we empower dealerships to drive meaningful business results. About this role: The Support Specialist is the front-line contact for CallRevu’s customers and a critical team member who provides direct technical support to our end users. The Support Specialist interacts directly with customers and internal team members, providing a high level of customer support to dealers, agencies, and partners by diagnosing, troubleshooting, and resolving issues. The Support Specialist provides services through the following channels including, but not limited to, answering inbound phone calls, responding to emails, and engaging in web chat interactions with end users. As necessary, the Support Specialist will escalate any issues to Tier III Support Specialist and the Development team for further research and resolution. A few of the things you'll be doing: Provide customer-first focused technical support to assist dealers with issues incurred when using CallRevu’s products. This includes escalating issues they cannot resolve as necessary to the Tier III Support Specialist and/or the Director of Support. Communicate with customers via phone, email, and/or chat to perform initial triage to determine the level of support required. Troubleshoot, diagnose, and resolve technical issues for customers, ensuring proper documentation and follow up on all tickets through to resolution. Receive and respond to inbound phone calls, emails, and chat messages to assist with technical questions and/or concerns to enable customers to understand, navigate, and utilize all CallRevu’s products. This includes escalating any issues as necessary. Prioritize and close tickets according to customer requirements and existing tickets, ensuring thorough documentation and issue resolution. Ensure timely and thorough communication with customers and internal team members on the status of all tickets. Follows up with customers to provide status updates as appropriate. Provide assistance to new and existing customers with their needs, including, but not limited to, creating new phone numbers and/or logins. Proactively engage new customers to ensure products are working as they should. Respond to and complete requests from internal team members on the Client Services, Onboarding, and Sales teams. · What you bring to the table (among other things): High School diploma required. Bachelor’s degree or equivalent combination of education and work experience is preferred. At least 1 to 3 years of customer/technical support experience in a technology company with a proven track record and ability to deliver an exceptional customer experience. Prior SaaS industry experience a plus. A+ Certification and/or Network + Certification preferred. Ability to diagnose, troubleshoot, and resolve basic technical support issues with the ability to escalate issues to a higher level as appropriate. Prior experience working with CRM software preferred. Strong computer skills with the ability to navigate and become an expert on multiple applications and programs. Intermediate to advanced knowledge of Microsoft Office products, including Outlook, Word, Excel, and PowerPoint. Ability to build strong working relationships, follow up on requests, and complete tasks and projects according to established priorities. Strong analytical and listening skills with the ability to collect information by asking appropriate questions, analyzing the information, and providing resolution. Excellent communication skills with the ability to communicate both verbally and in writing in a manner that breaks down technical language so it can be easily understood by a non-technical end-user. Strong organizational skills with the ability to manage multiple projects and tasks simultaneously, while maintaining a forward-thinking mindset to anticipate upcoming needs of CallRevu’s customers. Strong attention to detail and the ability to multi-task and respond to changing needs as they present in a fast-paced environment. Ability to work both independently, and as part of a team. This includes the ability to be self-managed to meet required deadlines and respond to customers according to company defined time frames in a remote work environment without external distractions. Ability to during non-traditional business hours (i.e. nights, weekends, and holiday) as needed. Ability to align to CallRevu’s Mission, Vision, Values, and goals to support the initiatives and organizational needs. Why you'll love working at CallRevu: At CallRevu, we believe that great people are the foundation of great success. Here’s what we offer: A Collaborative Culture: We value your ideas and contributions, fostering a supportive and inclusive environment. Cutting-Edge Technology: Work with innovative solutions that are transforming the automotive industry. Competitive Compensation: Enjoy a comprehensive benefits package and ample opportunities for professional growth. If you’re excited about helping dealerships connect with their customers in meaningful ways and want to be part of a team that’s making a difference, we’d love to hear from you. Apply today and let’s drive success together! CallRevu is the leading communication intelligence platform built for automotive retail- empowering dealerships to take control of every conversation, from the first ring to the final result. Our unified solution combines a hosted phone system, call monitoring, performance training, and reputation management- fueled by AI powered analytics that turn every customer interaction into actionable intelligence. Founded in a dealership in 2008, CallRevu was created by the industry, for the industry. We deliver the tools dealerships need to drive revenue, improve operations, and deliver exceptional customer experiences.