For US Client's
24/7 support - Rotational Shifts - If you don't have ticket solving knowledge - please don't apply
What You Will Be Doing
- Act as the first point of contact for clients, ensuring first call resolution by troubleshooting and resolving issues effectively.
- Listen carefully to client concerns, educate them on solutions, and prevent recurring issues by reviewing their accounts and providing guidance.
- Deliver engaging, responsive, and timely support via phone and email to consumer clients, sales teams, and internal stakeholders.
- Maintain ownership of client issues through to resolution, even when coordinating with other teams.
- Collaborate with sales to resolve consumer issues, playing an active role in client retention.
- Build and maintain a strong knowledge of Autotrader products and services, along with organizational processes, policies, and systems.
- Adapt to changing responsibilities and contribute to special projects or assignments to support team and company objectives.
What We're Looking For
- 13 years of experience in a technical or client support function (SaaS environment preferred).
- Familiarity with helpdesk ticketing systems (ZenDesk experience a plus).
- Strong problem-solving skills with the ability to troubleshoot quickly and effectively.
- Excellent communication skills verbal, written, email, and phone.
- Ability to collaborate across departments including Development, Product Management, and Customer Onboarding.
- High energy, enthusiasm, initiative, and a professional approach.
- Strong organizational and planning skills; self-motivated with a willingness to learn.
- Proficiency in Excel fundamentals (preferred).
- Knowledge of Accounting & Audit is a plus.
- Bachelor's degree or equivalent combination of education and experience.
- Comfortable working in Pacific Time Zone schedules
