Senior Customer Support Specialist Job in Lee’s Summit 64063, Missouri Us

Senior Customer Support Specialist 

If you want to work for the leading automotive Service CRM company… If you enjoy working with people, helping them navigate through the technology maze and have the passion to work in a fast-paced environment then read on…

     About Xtime Inc

Xtime, Inc (www.xtime.com) is the leading provider of Web Scheduling and Customer Relationship Management (CRM) solutions for automotive service departments in the US. We are the preferred provider for service scheduling for most of the popular automotive manufacturers and are doubling our customer base every year.

     About the Position

You are the main point of contact between the customers and the company when they need assistance beyond the simple stuff. This is a primarily a Tier 2 support position.  This means that effective, friendly, and constant communication with the customers and our internal folks is the most important aspect of your role. The ability to communicate clearly and effectively via multiple channels (phone, email, instant messenger) is absolutely critical.

We’re bringing up new dealers every day to use our service scheduling software. Your job is to help these new clients on "every Xtime issue." These may range from issues with Client's PC / network to training client on intricacy of our software to resolving issues with new products.Our aim is to satisfy every client and help them realize maximum return on their investment with us. These are some of the tasks you will handle:

·        Handle incoming technical support requests from our customers. We strive to turn them into an Xtime Service CRM advocate even if their technical expertise is lacking a bit.

·        Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points.

·        Train new and existing customers in use of our online products, web-based services and resolve issues reported by clients.

·        Identify / resolve issues that prevent users from utilizing our software to its maximum capability.

·        Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept appraised of issue status.

·        Must have excellent communication skills and an ability to write effectively, clearly, and using proper grammar.


 

Required Qualifications Experience:

·        Excellent interpersonal skills and dealing with customers

.        Automotive industry experience within an OE (with preference to Chrysler, GM,Volkswagen, Nissan, Hyundai, Toyota), dealership and/or industry vendor(s).

·        Ability to work with customers who may not have deep technical skills or tools within the dealership to help understand/resolve problems jobs@xtime.com

No phone calls please.