What are the responsibilities and job description for the Product Support position at ACV Auctions?
ACV’s mission is to build and enable the most trusted and efficient digital marketplaces for buying and selling used vehicles with transparency and comprehensive data that was previously unimaginable. We are powered by a combination of the world’s best people and the industry’s best technology. At ACV, we are driven by an entrepreneurial spirit and rewarded with a work environment that enables each Teammate to impact the company’ from day one. ACV’s network of brands includes ACV Auctions, ACV Transportation and ACV Capital within its Marketplace Products as well as True360, Max Digital and Data Services.
Our Product Support Specialists are critical to the retention of our growing customer base.
This job entails: (1) Reactive dealership problem resolution (with definitive escalation procedures), (2) Proactive system upgrade training and account management calls to current customers, and (3) Support of field teams (Sales and Account Managers) for research, system information, and customer relationship management.
What you will do:
- Professionally engage all dealership end users of the performance management system
to maximize their usage and loyalty.
- Maintain and enhance visibility, rapport and relationship within the Dealer partners
- Action all inbound help desk calls and e-mails, provide updates to customer during
remediation and follow up after solution in place
- Promote fullest utilization of business tools
- Problem solve and document account problem resolution
- Document trends, FAQ’s, and related troubleshooting
- Provide entrepreneurial balance through strong work ethic, teamwork, accountability,
excellent interdepartmental communication and a “Whatever it takes” winning attitude
- Self-manage customer case queue
What you should have:
- Bachelor’s degree required
- Strong and demonstrated work ethic - willingness to go above and beyond
- Excellent communication, presentation, and customer service skills
- Proficient personal computing expertise
- Proven ability and comfort with learning new technologies quickly
- 1-2 Years of professional work experience preferred
What we will offer:
- Comprehensive benefits offerings for benefits eligible Teammates.
- Unique culture that truly values each and every Teammate.
- Career development and future growth opportunities.
At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
