Customer Support Engineer I (CRM)

Requirements:

Requires experience in supporting CRM software.

Job Summary:

We're looking for enthusiastic people who love challenges, pushes boundaries and is passionate about delivering awesome customer experiences. In this senior-level role, you will be a subject matter expert in your domain to help coordinate and communicate with our dealership clients regarding support issues and help keep the support team on track and in-line with processes and deliverables. Our transparent and collaborative culture means we work both independently and together as a team on projects in an agile environment.

Roles and Responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ability to understand the application both functionally and technically
• Refer to internal databases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals

Qualifications and Educational Requirements:

• 5+ years of experience as an Application Support Engineer or Customer Support Engineer
• At least 1-2 years in the automotive industry preferably supporting a DMS/CRM
• Previous experience in application, production or product support
• Ability to learn and master employer-specific software
• Complex problem solving
• Written and verbal communication skills
• Ability to diagnose and address application issues
• Candidate should be ready for rotational shift
• Experience in CRM in an automotive environment (preferred)
• Basic understanding of IoT and software (preferred)
• Knowledge of APIs and coding skills (preferred)
• Working knowledge of SQL, Mongo Databases and basic network configuration (desired)

Sponsorship:

• Visa sponsorship is not available for this position.

Perks and Benefits:

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Great benefits including unlimited PTO, parental leave and free snacks and beverages
• The opportunity to work with some of the brightest minds from Silicon Valley's most dominant and successful companies
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper
• Work on the latest and coolest technologies, everything is home-grown and built ground-up
• A dynamic work environment with a strong sense of community and collaboration
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
• Exciting opportunities for career growth and development