SaaS Client Care Advisor — Tech Support Expert

PureCars; Kansas City (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

PureCars, a leader in automotive marketing, is seeking a Client Care Advisor to provide expert technical support for AutoAlert products across phone, email, and chat channels. You will triage, document, and resolve inquiries, aiming for one-call resolution whenever possible while escalations are handled per standard procedures.

You will leverage product knowledge and independent judgment to diagnose issues, guide customers to training resources, and maintain detailed Salesforce records.

Qualifications

• 3+ years of experience in a technical support, SaaS, or client-facing technology role requiring independent problem-solving and decision-making
• Proficiency in Salesforce
• Competency with computer applications and programs
• Strong business acumen and communication skills (written and verbal)
• Demonstrated ability to manage complex client relationships with autonomy and sound judgment
• Proven track record of identifying systemic issues and independently proposing solutions that improve operational outcomes
• Detail oriented; high standards of confidentiality and data integrity
• Presentation or training experience a plus
• Bachelor’s degree required, or equivalent combination of education and demonstrated technical expertise
• Automotive industry experience preferred

Responsibilities

• Respond to inbound customer inquiries across multiple channels, including phone, email, and chat
• Review and perform initial triage of inbound support tickets within two hours of submission
• Create accurate, comprehensive Salesforce tickets documenting customer inquiries, communications, and relevant details
• Resolve customer inquiries through One-Call Resolution whenever possible, or appropriately elevate issues in accordance with Client Care standards and established documentation procedures
• Apply product knowledge and independent technical judgment to assess, triage, and resolve customer issues across phone, email, and chat channels
• Independently analyze and diagnose inbound technical issues, determining root cause and selecting the appropriate resolution strategy without supervisory direction
• Maintain accurate case documentation in Salesforce, exercising judgment about the level of detail and follow-up actions required to protect customer relationships and inform cross-functional stakeholders
• Exercise independent judgment to determine when customer issues warrant escalation, owning the escalation decision and gathering required information to elevate to the appropriate team, while maintaining open lines of communication with the customer throughout the escalation process
• Serve as a trusted advisor to dealership clients, applying knowledge of client business operations to tailor technical guidance and training recommendations that optimize their use of AutoAlert’s platform
• Contribute independently to cross-functional improvement projects; other duties as assigned
• You are a team player with strong problem-solving skills and an innovative mindset. You will be a part of a creative, diverse, collaborative team of hardworking individuals to increase brand favorability, customer engagement and advocacy, and revenue growth.

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Job description

PureCars, a leader in automotive marketing, is seeking a Client Care Advisor to provide expert technical support for AutoAlert products across phone, email, and chat channels. You will triage, document, and resolve inquiries, aiming for one-call resolution whenever possible while escalations are handled per standard procedures.

You will leverage product knowledge and independent judgment to diagnose issues, guide customers to training resources, and maintain detailed Salesforce records.