Tier 1 Technical Support
On-siteKansas City, Missouri, United States
Kansas City, Missouri, United StatesOn-siteFull Time
Full Time
Job Summary
Handle inbound customer inquiries via phone, email, and chat, diagnosing initial tickets within two hours of submission. Create comprehensive Salesforce tickets detailing received communications and close issues through one-call resolution or escalate experiences per Client Care standards. Provide supporting documentation to team members during escalations and maintain open lines of communication until point-of-satisfaction resolution is achieved. Serve as a subject matter expert for all AutoAlert product functionalities while guiding customers to training materials for next steps.
Required Qualifications
- Previous experience in service-oriented industry
- Sufficient product knowledge of the AutoAlert product platform
- Strong problem solving and troubleshooting capability
- Competency with computer applications and programs
- Proficiency in Salesforce
- Attendance & Punctuality
- Customer Service
- Dependability
- Job Knowledge
- Strong problem-solving skills
- Innovative mindset
- Strong leadership
- Priority management
- Interpersonal skills
- Ability to handle inbound customer inquiries from numerous sources, including phone, email, and chat
- Ability to diagnose initial inbound tickets within two hours of submission
- Ability to create comprehensive Salesforce tickets detailing inbound communication received
- Ability to close tickets via One-Call resolution or escalate customer experiences according to Client Care standards and documentation
- Ability to provide necessary supporting documentation to appropriate team members for any escalated issues
- Ability to maintain open lines of communication with customer throughout escalation process
- Ability to maintain clear and consistent communication with customers while troubleshooting issues up to and including point-of-satisfaction resolution
Desired Qualifications
- Automotive experience preferred
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