CallRevu

Customer Support

• Provide customer-first focused technical support to assist dealers with issues incurred when using CallRevu’s products.
• 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.
• 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.

Support Specialist

Billing Specialist

• Create and maintain CRM entries/client accounts in NetSuite, ensuring accurate entry of client data
• Review CRM entries entered by other team members to ensure data accuracy and support timely billing operations
• Process upgrades, downgrades, add-ons, prorations, promotional discounts, credits, and other changes related to client billing under the guidance of senior team members
• Escalate complex issues to senior team members when necessary
• Support the broader billing team with administrative and data-entry tasks as needed
• Other tasks as needed to help the team meet objectives and requirements

Junior Billing Specialist

Salesforce Administrator

• Manage and customize Salesforce to support business requirements, including fields, workflows, automation, reports, dashboards, record types, and security settings.
• Perform regular system maintenance, including performance monitoring, health checks, security reviews, and compliance with data privacy policies.
• Create and maintain Lightning pages, dashboards, and reports to provide actionable insights for various teams.
• Develop and maintain end-state solution architecture for multi-cloud use cases, visually articulating solutions and ensuring system scalability.
• Ensure accurate and efficient data entry, imports/exports, and bulk data operations while maintaining data integrity.
• Leverage advanced Excel skills (e.g., VLOOKUP, PivotTables, formulas) to manipulate, analyze, and visualize large datasets for executive reporting and business insights.
• Create and update training materials and documentation; host training sessions to ensure effective user adoption and process compliance.
• Serve as the first point of escalation for junior Salesforce resources, assisting with troubleshooting and knowledge sharing.
• Manage assigned Salesforce Helpdesk cases, focusing on escalations beyond Tier 1 support.
• Monitor Salesforce product releases, assess their impact on system functionality, and proactively implement necessary enhancements.
• Participate in Agile sprints, managing assigned Salesforce-related projects, ensuring timely completion, and aligning deliverables with sprint objectives.
• Oversee operational quality and maintenance of integration applications, collaborating with third-party vendors and internal development teams.
• Act as the primary point of contact for Salesforce vendors, coordinating development projects, communicating business needs, and performing QA on delivered solutions.
• Identify and gather user and stakeholder requirements to enhance workflows, automation, and overall system efficiency.
• Participate in technical implementation, testing automation, duplicate rule management, and ongoing system optimization.

Support Specialist

Junior Billing Specialist

Junior Salesforce Administrator