Job description
Who is PureCars?
As the industry leader in automotive marketing, we're trusted by the best dealers in North America. From innovative solutions to support from trusted experts, making marketing easier is our job. PureCars provides everything dealers need to attract and convert more customers with tech-driven solutions, unmatched data capabilities, and direct access to support.
We are a certified digital provider for 20+ OEM programs and compliant with over 40 brands. We also serve 65 of the top 100 dealer groups in North America. We are proud to partner with leading organizations such as Google, Meta, Amazon, Spotify, Disney+, Microsoft, Oracle, and others to offer the widest range of advertising channels to our dealership clients.
We are focused on investing in world-class talent and technology in order to help our partners dominate their markets in new and innovative ways.
The Role:
The Tier 1 Technical Support is responsible for servicing our AutoAlert customers through incoming calls, emails, and chats. They are expected to deliver one-call resolution while guiding our customers to additional training and instructional material to support current steps or next steps in their understanding of our suite of products. The Tier 1 Technical Support is expected to be the Subject Matter Expert in all functionalities of our products, supporting both internal and external customers, while demonstrating the desire to provide world-class user experience.
Essential Functions of the Position :
Handle inbound customer inquiries from numerous sources, including phone, email, and chat
Diagnose initial inbound tickets within two hours of submission
Create comprehensive Salesforce tickets detailing inbound communication received
Close tickets via One-Call resolution or escalate customer experiences according to Client Care standards and documentation
Provide necessary supporting documentation to appropriate team members for any escalated issues and maintain open lines of communication with customer throughout escalation process
Maintain clear and consistent communication with customers while troubleshooting issues up to and including point-of-satisfaction resolution
Other duties as assigned such as working on projects in Trello
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.
Your Experience and Impact:
Previous experience in service-oriented industry
Proficiency in Salesforce
Competency with computer applications and programs
Strong business acumen and communication skills (written and verbal)
Relationship Management experience
Detail Oriented
Confidentiality
Presentation or training experience a plus
Associate or bachelor's degree preferred
Automotive experience preferred
Across all teams, we look for the following Values:
Be a Role Model
Be Passionate About our Partners’ Success
Own Working Together
Deliver Results
PureCars is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status. Just be passionate, genuine, collaborative, data-driven, and entrepreneurial at heart!
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.