Customer Support Specialist

Dealerware’s team is currently hiring for a Customer Support Specialist.

As a Customer Support Specialist, you will:

• Provide first-level support for inbound cases from Dealerware customers via phone, chat, email, or by any other communication method employed by the team.
• Troubleshoot dealership support and product cases.
• Maintain end-to-end responsibility for customer support needs, providing timely, reliable, and courteous service.
• Be able to manage a high-volume caseload.
• Maintain accurate support case information in our ticketing system.
• Conduct regular case management to ensure adherence to all support standard operating procedures.
• Apply product knowledge and problem-solving skills to efficiently triage, investigate, and resolve support cases while meeting or exceeding SLAs.
• Make or suggest updates to Training and Knowledge Base (support articles and FAQs).
• Suggest operational efficiencies, such as macros (template responses)
• Work cooperatively with other departments to improve procedures, standards, documentation, and training, using intelligence gained from customer interactions.
• Advocate for customer needs with the Product and Engineering teams during product development discussions.
• Collaborate with the Product and Engineering teams to resolve product issues as necessary and in a timely manner, whether in person or virtually.

Your peers would say you:

• Detail-oriented and highly organized
• Effective at managing your time and prioritizing appropriately
• Articulate with excellent, demonstrated verbal and written communication skills
• Able to quickly assess a situation and take appropriate action
• A respectful collaborator who works effectively with other teams

Required qualifications:

• 1-3 years of B2B customer support experience specifically supporting SaaS products, with heavy emphasis on virtual/phone and email support, technical product troubleshooting, and issue resolution
• Exceptional analytical and problem-solving skills 
• Ability to meet and/or exceed established KPIs, SLAs, and OKRs  
• Tech-forward, smartphone/mobile device proficient 
• Ability to verbally educate and effectively convey knowledge on product use and process
• Excellent customer service delivery—demonstrated empathy, patience, and understanding in stressful customer situations—ability to put the customer at ease

Even better if you have:

• Prior experience in the retail automotive space, specifically within a dealership or automotive SaaS company
• Software and database knowledge and experience (e.g., Google products, Salesforce, Gainsight, Zendesk, or other CRM and ticketing systems)

Dealerware offers you:

• Competitive base salary with bonus incentive eligibility
• Full benefits (medical, dental, vision, disability)
• 401(k) with company match
• Tuition reimbursement and continuing education
• Unlimited paid vacation policy
• Modern office and a dynamic team in downtown Austin with free parking