Open Dealer Exchange

Customer Support

• Provide front-line customer interaction and support: Engage directly with customers to address inquiries, concerns, and service requests related to products and solutions.
• Diagnose and resolve technical issues efficiently: Gather information, analyze symptoms, and provide timely resolutions for a wide range of user issues, including login problems and website functionality.
• Document all customer interactions accurately: Use the case management tool to record details of each customer contact, ensuring thorough and consistent documentation.
• Escalate complex issues to appropriate teams: Identify issues requiring additional expertise and escalate them to Level 2 support in a timely and effective manner.
• Perform follow-up communication and callbacks: Follow up with customers to ensure issue resolution and complete scheduled callbacks as needed.
• Manage case queue and meet performance goals: Monitor open tickets and work towards exceeding team metrics, including response time, resolution rate, and customer satisfaction.
• Stay current on system updates and processes: Keep up-to-date with system changes, product enhancements, and internal updates to provide accurate and relevant support.
• Collaborate with cross-functional teams: Work closely with departments such as sales, compliance, and implementation to ensure consistent communication and issue resolution.
• Promote customer retention through solutions: Offer alternative solutions when appropriate, aiming to retain and support long-term customer relationships.
• Identify potential leads for the sales team: Recognize and relay potential sales opportunities uncovered during support interactions.
• Participate in after-hours support coverage: Provide support outside of standard business hours as required to ensure continuous customer assistance.

Customer Support Specialist I