Support Associate

DealerOn, Inc.; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

DealerOn, Inc. is seeking a Customer Support Associate to deliver outstanding service by handling inbound calls, creating and managing Salesforce cases, and resolving issues with first-contact accuracy. Support both internal and external clients across multiple channels with a focus on first-call resolution.

The role requires strong communication, multitasking, and a proactive, customer-first attitude. Daily use of MS Office and Salesforce Service Cloud, with a commitment to continuous

Qualifications

• 0-1 years of customer service experience in a call center environment or 1+ years of technical support delivery experience
• 1+ years of Automotive industry experience
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.

Responsibilities

• Answer inbound calls from customers and provide effective support
• Manage incoming support tickets, update customers, and coordinate with departments as needed
• De-escalate customer concerns and provide accurate resolutions with a world-class customer experience

Skills

Customer service

Automotive industry experience

MS Office & Salesforce

Tools

Salesforce Service Cloud

MS Office

Job description

Associate Customer Support

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

Job Summary:

The Customer Support Associate is responsible for delivering exceptional customer support by answering incoming calls, creating and managing cases in Salesforce, and resolving issues with a focus on first-call resolution. This role requires a proactive, customer-first professional who can effectively support both internal and external clients across multiple channels, ensuring issues are resolved accurately and within service level expectations.

The ideal candidate brings proven customer service experience, strong attention to detail, and a consultative, relationship-focused approach. The CSA must be comfortable multitasking, prioritizing workloads, and providing first-level product expertise especially in cases beyond the scope of entry-level support. This role plays a critical part in shaping a positive customer experience by demonstrating professionalism, transparency, and a commitment to continuous improvement.

Effective communication and verbal skills

Flexibility & Adaptability

Team oriented and the ability to work collaboratively

Proactive in taking initiative

Ability to multi-task in a fast paced and dynamic environment

Executes on the Extreme WOW with every customer interaction

Highly adaptable to process and system changes

Job Expectations:

Answer inbound calls from customers while implementing the necessary customer satisfaction skills which include phone etiquette, accountability and active listening while meeting specific service level and performance goals.

Manage incoming support tickets to ensure all customer inquiries are resolved effectively and efficiently. This includes validating support tickets, providing updates and callbacks within a timely manner and occasionally triaging tickets that need additional support from the proper department.

Demonstrate excellent customer service skills with the ability to take ownership, researching and resolving customer inquiries with an emphasis on first call and one contact resolutions.

Utilize an internal knowledge base system for customer interactions to help provide support and ensure accurate resolutions and information.

Maintain and promote a positive outlook and embrace change.

Meet and strive to exceed departmental performance goals in relation to quality, production and schedule adherence.

Invest in ongoing personal skills development to ensure technical expertise and industry specific skills are constantly expanded and honed.

Demonstrates the ability to deliver exceptional customer service by effectively using available resources and tools to manage and accurately document complex inquiries and requests via email, chat, and phone within the Salesforce application.

An ability to de-escalate customer concerns, articulate complex information to customers, and provide an optimal resolution that embodies a world class customer experience.

Ensure that daily individual case quotas are met or exceeded, and the customer’s technical issues are resolved in a professional, empathetic, and effective fashion according to team processes.

Required Skills/Experience:

0-1 years of customer service experience in a call center environment or 1+ years of technical support delivery experience

1+ years of Automotive industry experience

Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud.