Customer Support Specialist I

Jobtailor; Richmond (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

Jobtailor in Richmond, VA is seeking a dedicated Customer Support Specialist to handle inquiries via phone, email, and chat. You will provide timely, professional help and assist customers with common configurations.

The role emphasizes active listening, problem solving, and accurate documentation in our ticketing system. Prior experience with CRM software and a customer-first mindset is preferred; training may be provided.

Qualifications

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven customer support or client service experience.
• Strong phone, email contact handling skills and active listening.
• Familiarity with CRM systems and practices, preferred.
• Customer orientation and ability to adapt/respond to different types of personalities.
• Excellent communication and problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively.
• Experience in title, registration, DMV, or dealership, preferred.
• Technical support experience is preferred.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide Tier 1 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic questions about the solution.
• May provide one‑on‑one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate internal and security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

Skills

Active listening

CRM systems

Phone support

Email support

Communication skills

Multitasking

Time management

Education

High School Diploma

Associate's Degree

Bachelor's Degree

Tools

Ticketing systems

Job description

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Provide Tier 1 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic questions about the solution.
• May provide one‑on‑one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate internal and security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

Requirements

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven customer support or client service experience.
• Strong phone, email contact handling skills and active listening.
• Familiarity with CRM systems and practices, preferred.
• Customer orientation and ability to adapt/respond to different types of personalities.
• Excellent communication and problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively.
• Experience in title, registration, DMV, or dealership, preferred.
• Technical support experience is preferred.

Core Competencies

Demonstrates strong customer support capabilities through effective communication, active listening, and problem-solving skills. Proficient in managing customer inquiries and providing Tier 1 support while ensuring a positive customer experience.

Highest-signal resume keywords

• Customer Support Experience
• Active Listening
• CRM Systems Familiarity
• Excellent Communication Skills
• Technical Support Experience

ATS Optimization Keywords

Soft Skills

• Problem-Solving
• Multitasking
• Time Management
• Customer Orientation
• Adaptability

Certifications & Qualifications

• High School Diploma
• Associate's Degree
• Bachelor's Degree

Industry Keywords

• Customer Experience
• Tier 1 Support
• Inbound Call Queue
• Support Ticketing Systems
• DMV
• Dealership