SaaS Customer Support Specialist | Unlimited PTO & Growth

Dealerware, Inc.; Austin (TX); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

401(k) with company match

Tuition reimbursement

Unlimited paid vacation

Free parking

Job summary

Dealerware, Inc. in Austin, TX is seeking a Customer Support Specialist to deliver first-level support for Dealerware customers via phone, chat, and email. You will troubleshoot product issues, manage a high-volume caseload, and maintain accurate ticketing while meeting SLAs.

The role emphasizes collaboration with Product and Engineering to resolve issues and improve procedures. Competitive base salary with bonus eligibility, 401(k) with company match, and unlimited PTO are offered.

Qualifications

• 1-3 years of B2B customer support experience in SaaS products
• Exceptional analytical and problem-solving skills
• Ability to meet and/or exceed KPIs, SLAs, and OKRs
• Ability to educate customers on product use and processes
• Excellent customer service with empathy and composure in stressful situations

Responsibilities

• Provide first-level support for inbound cases via phone, chat, email, or other channels
• Troubleshoot dealership support and product cases
• Manage end-to-end customer support, delivering timely, reliable service
• Handle a high-volume caseload
• Maintain accurate support case information in the ticketing system
• Conduct regular case management to ensure SOP adherence
• Apply product knowledge to triage, investigate, and resolve cases meeting SLAs
• Contribute to Training and Knowledge Base updates
• Suggest operational efficiencies such as macros
• Collaborate with other departments to improve procedures, standards, and training
• Advocate for customer needs with Product and Engineering teams

Skills

Customer support

SaaS knowledge

Analytical thinking

Time management

Communication skills

Tools

Google products

Salesforce

Gainsight

Zendesk

CRM systems

Job description

Dealerware, Inc. in Austin, TX is seeking a Customer Support Specialist to deliver first-level support for Dealerware customers via phone, chat, and email. You will troubleshoot product issues, manage a high-volume caseload, and maintain accurate ticketing while meeting SLAs.

The role emphasizes collaboration with Product and Engineering to resolve issues and improve procedures. Competitive base salary with bonus eligibility, 401(k) with company match, and unlimited PTO are offered.