Support Representative

Position Summary

As a Customer Support Representative, you'll be on the question-and-answer front lines, using your knowledge of our software to ensure our customers use Fullbay to its full potential. That means learning the Fullbay application inside and out and communicating your expertise in ways that cater to a variety of different learning styles. This role requires a whole lot of creativity and problem solving skills. Most importantly, you've got to be able to think on your feet even when the terrain gets rough.

Responsibilities

• Serve as the primary point of contact for all customers.
• Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible.
• Stay in communication with each customer until you've resolved his or her issue.
• Monitor and track support cases within Fullbay’s help desk and customer relationship management (CRM) systems.
• Be ready to fly by the seat of your pants. This role is ever-evolving just like Fullbay
• Complete data entry tasks such as uploading inventory, logos, and general support requests.
• Escalate issues to the next level of Support Management when appropriate.
• Adhere to all confidentiality and compliance regulations.

Skills and Qualifications

Abilities and Knowledge

• Communicate effectively over the phone and via email.
• Be passionate about quality customer service.
• Remain cool under pressure. Things can get pretty hectic at times, so we want to make sure you keep calm and carry on through even the most stressful of circumstances.
• Have thick skin when having a hard conversation with a customer. Have the ability to think clearly, and not shy away in order to bring a quality solution to the customer’s concern.
• Exude confidence. Know your stuff and talk about it accurately and honestly.
• Know how to navigate multiple web applications simultaneously, and be proficient with online meeting software and web conferencing tools.
• Maintains focus with interruptions even in the most stressful of circumstances.
• Be able to juggle many technical and administrative tasks, all with a sense of urgency, simultaneously and accurately.
• Be organized, ahead of schedule, communicative, and accountable -in short, own your role entirely, while being open to critiques, suggestions, and new ideas.
• We’re looking for someone with a knack for listening who can identify problem points and develop clear solutions.

Education and Experience

Required:

• GED or High School Diploma
• At least one year of administrative and/or data entry experience

Preferred:

• Experience working with multiple software applications in a customer service environment
• Basic knowledge of Excel
• General understanding of Vehicle Maintenance field.
• Salesforce or other CRM software experience
• Desk or other help desk ticketing system experience

Additional Aspects of the job

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.