Company:
Vaco
Location: Dallas
Closing Date: 31/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
- Act as the primary escalation point for dealer support issues, providing expertise in troubleshooting and problem resolution.
- Work collaboratively with the Level 1 Service Desk, technical teams, business teams, and dealership users to resolve escalated issues, ensuring high-quality service for dealers.
- Independently manage and track assigned support tickets daily, ensuring quick resolution or appropriate escalation of dealer issues.
- Address additional support needs as outlined by the Business Operations Management team, including special projects and ongoing trend analysis.
- Maintain up-to-date knowledge of products and services, and provide education to dealers and stakeholders (such as the Level 1 Service Desk) when needed.
- Support teammates in identifying and implementing opportunities for continuous improvement within Business Operations, promoting innovation to enhance customer service.
- Participate in the Business Operations On-Call Support rotation, including occasional evening and weekend shifts.
- Revise certification programs for products as enhancements and changes are introduced.
- Ensure compliance with safety, security, and privacy standards across all responsibilities.
- Follow all audit and security policies and procedures.
Knowledge
- Basic understanding of workflow management, with the ability to identify improvement needs and opportunities.
- Familiarity with automotive dealership financing and sales processes is a plus, but not essential.
- Knowledge of relevant products, teams, customers, and processes will be developed on the job.
Skills
- Strong analytical and problem-solving abilities.
- Experience in customer service and support within a software or technology organization, preferably in a B2B eCommerce setting, is beneficial but not required.
- Familiarity with service desk and call center technologies (e.g., CA Service Desk, Salesforce, etc.).
- Experience with analytics tools, such as Acoustic Tealeaf, is a plus.
- Basic knowledge of XML/HTML is an advantage.
Abilities
- Ability to work effectively in a collaborative team environment, think critically, solve problems, learn new technologies, and adapt to change.
- Excellent verbal and written communication skills.
- Strong organizational and analytical capabilities.
- Ability to multitask and manage multiple customer support threads simultaneously.
- Effective time management skills and the ability to prioritize tasks.
- Strong relationship-building skills within and across teams.
- Ability to thrive in a fast-paced and evolving environment.
- Exceptional attention to detail.
Other Essential Requirements
- Bachelor's degree in business or a technical field, or equivalent work experience.
- 2-3 years of relevant experience.
- Prior experience in technology customer service or a related field is advantageous.
- Experience in automotive finance or related consumer finance is a plus.
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