Technical Support Agent

Employment Type: Full-time

Position Overview

The Technical Support Agent provides first-level contact support to customers, demonstrating curiosity to understand inquiries and deliver technical and/or service-based solutions. This role is crucial in creating effortless support experiences, resolving inquiries promptly, or facilitating warm handoffs to appropriate teams. Building positive rapport with customers and internal partners is essential for ensuring customer success. The ideal candidate is comfortable and motivated in a high-volume contact center environment, communicating effectively via phone, messages, and emails.

Requirements

• Education: High School Diploma (or equivalent experience)
• Experience:
  • One (1) year of customer service or call center experience
  • Experience with Salesforce, Wordpress and/or Slack is a plus
  • Experience in a support or service role within the Automotive, SaaS, or MarTech industries is a plus

Responsibilities

• Provide first-level contact support to customers.
• Lead interactions with curiosity to understand customer support inquiries.
• Deliver technical and/or service-based solutions to meet customer needs.
• Create effortless support experiences that resolve inquiries in the moment or with warm handoffs.
• Develop positive rapport with customers and internal partners to ensure customer success.
• Handle a high volume of support-related inquiries with professionalism in both verbal and written communication.
• Quickly and effectively recognize problems, determine causes, take appropriate action, and follow up.
• Present information in a clear and understandable manner.
• Actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs.
• Quickly learn technical products and functions with an interest in understanding software, retailing, and marketing-based service solutions for the automotive industry.
• Quickly develop rapport with others and adjust to different communication styles, interacting easily with colleagues and customers.
• Diffuse high-tension situations.

Required Skills & Abilities

• Must be able to work 8 am - 4 pm CT Saturdays (with the option to take any day during the week off) OR 11 am - 7 pm Monday - Friday.
• Ability to handle a high volume of support-related inquiries with professionalism.
• Strong verbal and written communication skills.
• Problem-solving and follow-up skills.
• Clear and understandable presentation abilities.
• Active listening and effective questioning skills.
• Familiarity with internet browsers and settings, phone line management, and basic email functionality.
• Ability to quickly learn technical products and functions.
• Strong interpersonal skills and adaptability to different communication styles.

About Cars Commerce

At Cars Commerce, we are dedicated to simplifying every aspect of car buying and selling. We strive to connect the industry with simplified and tierless technology to enhance, measure, and drive local automotive retail. Our portfolio includes the No.1 most recognized marketplace, Cars.com; industry-leading digital experience, Dealer Inspire; trade and appraisal technology, AccuTrade; reputation-based digital wholesale auction marketplace, Dealerclub; and the new Cars Commerce Media Network.

Our Values:

• Rise Together: We prioritize people, fostering collaboration from consumer to customer to community.
• Open to All: We encourage open-minded communication and value diverse thinking.
• Caring to Challenge & Taking Ownership: We fuel a competitive spirit in a respectful environment, acting today with tomorrow in mind.
• Doing the Right Thing: We operate with integrity, even when it's difficult.

Cars Commerce is recognized as a U.S. News & World Report Best Company to Work For in 2024, acknowledging our commitment to employee well-being, including quality of pay, benefits, and work-life balance.

Application Instructions

Please refer to the original job posting for specific application instructions.