Support — Tier 1 Tech Specialist

Tier One Tech Specialist

About Us:

We are an innovative AI tech CRM firm specializing in the auto/RV dealership industry. Our team is dedicated to improving customer experiences through state-of-the-art technology and data-driven solutions. We are currently seeking a Tier One Tech Specialist to provide frontline technical support, ensuring our clients experience seamless operations with our CRM software and associated technologies.

Job Description:

Overview:

The Tier One Tech Specialist will be the first point of contact for our clients, providing essential technical support for our CRM platform. In this role, you will troubleshoot and resolve issues related to software functionality, connectivity, and user queries, ensuring that dealership staff can efficiently manage their operations using our platform. As part of the support team, you will collaborate with higher-level technical specialists and the development team to escalate complex issues and deliver timely solutions.

Key Responsibilities:

- Technical Support: Provide first-line technical support for dealership staff using our CRM platform, assisting with basic troubleshooting of software issues, configuration, and system navigation.

- Issue Resolution: Efficiently resolve client inquiries by diagnosing problems, providing step-by-step solutions, and escalating more complex issues to Tier Two or specialized teams when necessary.

- Documentation: Accurately log and document all client interactions, issues, and resolutions in our support ticketing system to ensure consistency and continuity in client service.

- Collaboration: Work closely with Tier Two Tech Specialists and the development team to escalate and resolve high-priority issues. Communicate client feedback to help drive product improvements.

- Client Education: Guide clients through system functions, offering training and resources to help them maximize their use of our CRM features.

- Continuous Improvement: Stay up-to-date with new features, updates, and system enhancements to ensure accurate and efficient support. Participate in team training sessions and provide feedback to improve internal processes.

Requirements:

- Technical Knowledge: Basic understanding of CRM platforms, SaaS, and general troubleshooting practices. Familiarity with help desk systems and ticketing processes is a plus.

- Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to non-technical users.

- Problem-Solving Skills: Strong analytical and troubleshooting abilities to resolve customer issues promptly and accurately.

- Customer Service Mindset: A passion for helping others, with a focus on providing exceptional customer support in every interaction.

- Team Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues to achieve team goals.

- Flexibility & Adaptability: Ability to handle multiple tasks and prioritize effectively in a fast-paced, dynamic work environment.

Preferred Qualifications:

- Previous experience in a tech support or help desk role.

- Familiarity with CRM systems or other customer relationship management platforms.

- Experience working with dealerships or within the automotive/RV industry is a bonus but not required.

Perks and Benefits:

- Competitive salary with opportunities for performance-based incentives.

- Unlimited Paid Time Off (PTO) to promote work-life balance.

- Comprehensive health, dental, and vision insurance.

- Opportunities for career development and growth in a rapidly expanding company.

Join our team and be part of the driving force behind the fastest-growing CRM in the Automotive & RV industry. Help us provide world-class support and create lasting customer relationships.

We look forward to hearing from you!