Note: The job is a remote job and is open to candidates in USA. Vitu is a provider of Vehicle-to-Government technology and motor vehicle industry services. The Customer Support Specialist I assists customers through phone, email, chat, inbound call queues, and support ticketing systems, providing Tier 1 support and resolving fulfillment, billing, account management, technical, and configuration issues.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Receive and respond to customer requests via the inbound call queue and support ticketing systems
- Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern
- Provide Tier 1 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic questions about the solution
- May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction
- Apply appropriate internal and security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information
- Document customer inquiries, status, and resolution
- Work across teams when needed and follow up with customers to resolve issues satisfactorily
Skills
- Proven customer support or client service experience
- Strong phone and email contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of personalities
- Excellent communication and problem-solving skills
- Ability to multitask, prioritize, and manage time effectively
- Primary schedule will be either **8****:00** **AM to 5:00 PM ET** or **9****:00** **AM to 6:00 PM ET**, Monday - Friday. There may be occasions that require overtime, evening, holiday, or weekend shifts
- Familiarity with CRM systems and practices, preferred
- Experience in title, registration, MVA, or dealerships preferred
- Technical support experience is preferred
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus
Benefits
- Healthcare Coverage for you and your family covering Medical, Dental & Vision
- Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
- Generous PTO
- Pet Insurance
- Retirement Planning
- ID Theft Insurance
- Life and Disability Insurance
- Commuter Benefits
- Accident & Hospital, Critical Illness Insurance
- Tuition Reimbursement
Company Overview