Customer Support Specialist
| Company | Axway |
|---|---|
| Location | Alpharetta, GA, USA, Phoenix, AZ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Good knowledge of mobile operating systems: Android and iOS
- Experience using help desk software and remote support tools
- Understanding of how to troubleshoot hardware and software issues
- Ability to conduct research to stay on top of software and hardware trends
- VolP knowledge
- High School Diploma
- A minimum of 2-3 years previous customer service and support experience
- Experience providing technical-oriented customer service
- Customer facing/business to business experience
Responsibilities
- Offer customer support to end users/dealers across our dashboard and mobile app product
- Handle inbound and outbound calls and emails to ensure customer satisfaction by resolving issues
- Log calls and resolution processes
- Escalate issues that cannot be resolved with customer interactions to the appropriate CS team member
- Propose improvements to automation and exploring opportunities to reduce email and phone enquiries
- Provide dealer training or re-training on calls accordingly
- Research and troubleshoot client technical issues — including but not limited to: Hard resets, i.e. power on/off device; Application access/closeout; Backend password reset
Preferred Qualifications
- Experience of automotive/equipment funding or auto dealerships operations
- Understanding of how CRM systems work
- Fluency in languages, Spanish, Portuguese, German, French
- Associates or Bachelors in related field OR equivalent certification