Customer Support Specialist

Jobtailor; Deutschland; Vor Ort; EUR 52.000 - 77.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a proactive Customer Support Specialist to help dealership customers via email, phone, and Slack. You’ll own cases end-to-end, document resolutions, and collaborate with Product and Engineering to translate feedback into actionable requests.

Ideal candidates have 2+ years in SaaS support, strong data-flow and API troubleshooting skills, and a customer-first mindset. Remote work in the US with Pacific hours flexibility is a plus.

Qualifikationen

• 2+ years of experience in customer support or similar
• Strong technical aptitude and ability to investigate problems across multiple connected systems
• Customer-first approach to problem-solving with sound technical judgment

Aufgaben

• Serve as frontline contact for dealership customers
• Provide responsive support via email, phone, and Slack
• Collaborate with teammates to manage a shared queue of requests
• Own cases from initial investigation through resolution
• Document case details, next steps, and customer expectations
• Assist dealership customers with adjusting webpage elements, updating data files, and installing/integrating tools
• Use AI technologies to investigate data flows, databases, APIs, and third-party integrations
• Translate feedback into feature requests and defect reports for Product/Engineering
• Maintain and evolve support resources and documentation
• Participate as part of a small, focused team

Kenntnisse

Technical Support

Problem Investigation

Data Flow Analysis

API Troubleshooting

Webpage Element Adjustment

Custom Front-End Scripting

Database Management

Integration Installation

Feature Request Translation

Defect Reporting

Tools

Pylon

Zendesk

Slack

GA4

Tag Managers

Advertising Pixels

Conversion Tracking

Jobbeschreibung

• Serve as a frontline point of contact for dealership customers
• Provide responsive customer support via email, phone, and Slack
• Collaborate with teammates to manage a shared queue of incoming customer requests
• Own cases from initial investigation through resolution
• Document case details, next steps, and customer expectations
• Assist dealership customers with adjusting webpage elements, updating data files, and installing and troubleshooting integrations
• Use AI technologies to investigate issues involving data flows, databases, APIs, and third-party integrations
• Translate customer feedback and reported issues into feature requests and defect reports for Product and Engineering teams
• Maintain and evolve support resources and documentation
• Participate as part of a small, focused team

Requirements

• 2+ years of experience in customer support, technical support, or a similar customer-facing role within a fast-paced environment, software startup, or SaaS organization
• Strong technical aptitude and ability to investigate problems across multiple connected systems
• Customer-first approach to problem-solving with sound technical judgment
• Highly organized, self-motivated, and detail-oriented, with strong follow-through
• Familiarity with customer support software and tools such as Pylon, Zendesk, or similar
• Positive attitude and willingness to learn and adapt
• Availability to work 9:00 am–5:00 pm Pacific time, Monday through Friday
• Must be a resident of the United States
• Preferred: familiarity with GA4, tag managers, advertising pixels, and conversion tracking
• Preferred: experience writing or modifying custom front-end scripts and styles using JavaScript, CSS, or similar web technologies
• Preferred: experience with automotive dealerships, vehicle inventory, inventory feeds, or automotive technology systems

Core Competencies

Demonstrates strong technical aptitude in customer support, with the ability to investigate and resolve issues across multiple systems. Proficient in utilizing customer support tools and maintaining documentation while fostering a customer-first approach.

Highest-signal resume keywords

• Customer Support Experience
• Technical Problem-Solving
• Familiarity With Customer Support Software
• JavaScript And CSS Proficiency
• Experience With Automotive Technology Systems

ATS Optimization Keywords

Hard Skills

• Technical Support
• Problem Investigation
• Data Flow Analysis
• API Troubleshooting
• Webpage Element Adjustment
• Custom Front-End Scripting
• Database Management
• Integration Installation
• Feature Request Translation
• Defect Reporting

Soft Skills

• Customer-First Approach
• Highly Organized
• Self-Motivated
• Detail-Oriented
• Positive Attitude

Industry Keywords

• Automotive Dealerships
• Vehicle Inventory
• Inventory Feeds
• SaaS Organization
• Fast-Paced Environment

Tools & Technologies

• Pylon
• Zendesk
• Slack
• GA4
• Tag Managers
• Advertising Pixels
• Conversion Tracking