Senior Customer Support Specialist
Skills
APIAnalytical SkillsCoachingCustomer Relationship ManagementHappyfoxIdentifying TrendsProtractor
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2-3 years of experience in technical software support or SaaS support
- Strong analytical and troubleshooting skills
- Excellent written and verbal communication skills
- Experience managing high-priority customer escalations
- Ability to collaborate across Support Product Engineering and Customer Success
- Strong organizational and time management skills
- Continuous improvement mindset and passion for mentoring
- Experience with automotive shop management software or DMS preferred
- Experience with CRM platforms SQL APIs or basic networking concepts preferred
Nice to have
- Mentoring
- Continuous improvement
- Collaboration
- Organization
- Empathy
Day to day
- Provide exceptional technical support for complex customer issues on the Protractor platform
- Investigate software defects and critical issues with Product and Engineering to deliver timely resolutions
- Mentor support team members and improve customer experience through better documentation and continuous process improvements