Technical Support Specialist: Client Care & Resolution

Jobtailor; South Bend (IN); On-site; USD 42,000 - 54,000; Full time

Job summary

Cox Automotive is seeking a motivated customer support specialist to work with clients by phone, email, chat, and other channels. You will resolve product issues, answer questions about usage, and provide technical support through issue resolution.

You will log all customer information in the CRM, coordinate with other departments, and maintain expert knowledge of Bus. Unit processes. Strong comms and problem-solving are essential, as is patience and empathy with customers.

Qualifications

• High school diploma or equivalent.
• 0–2 years in customer or technical support.
• Basic OS, networking, or software troubleshooting.
• Excellent verbal and written communication.
• Strong problem-solving and multitasking.
• Customer-focused with empathy.
• Experience with support tools (Zendesk, Freshdesk, Salesforce) preferred.
• Familiarity with CRM/ticketing systems preferred.
• Associate or bachelor's degree in related field is a plus.

Responsibilities

• Work directly with clients via phone, email, chat, and/or other electronic communication methods
• Resolve application and product issues
• Handle routine customer questions relating to product usage
• Provide technical support through issue resolution
• Maintain expert-level knowledge of Business Unit processes and procedures
• Accurately log all customer information in the CRM tool
• Facilitate communication with other departments to resolve client concerns
• Communicate with key stakeholders to identify and resolve inquiries
• Provide follow-up to keep customers informed of issue status
• Adhere to quality assurance standards
• Support issues relating to the Cox Automotive suite of products

Skills

Customer support

Technical support

CRM systems

Zendesk

Written communication

Problem solving

Education

High School Diploma

Associate degree

Bachelor's degree

Tools

Zendesk

Freshdesk

Salesforce

CRM Systems

Ticketing Software

Job description

Cox Automotive is seeking a motivated customer support specialist to work with clients by phone, email, chat, and other channels. You will resolve product issues, answer questions about usage, and provide technical support through issue resolution.

You will log all customer information in the CRM, coordinate with other departments, and maintain expert knowledge of Bus. Unit processes. Strong comms and problem-solving are essential, as is patience and empathy with customers.