Customer Support Specialist

About Us:

Autosoft,Inc. () is a Dealership Management System (DMS) software company we bring opportunity and innovation to automotive retailers, everywhere. At Autosoft, our mission is to deliver products and services that make automotive retailers more productive and successful. We empower our employees to be Ambitious, Collaborative, and Passionate . We build community by caring for each other and prioritizing organic human connection. All these behaviors are important for us to succeed. Our Culture Code drives us to be high-performing team with a shared mindset of high expectations and peak experiences that promote success, growth, and development.

The Customer Support Specialist is responsible for assisting Autosoft DMS users, ensuring they maximize their use of the software. This role involves providing comprehensive explanations of core system functionality, troubleshooting software and hardware issues, and identifying opportunities to enhance the customer experience by offering additional services and products. The Customer Support Specialist serves as a positive representative of Autosoft in a call center environment, contributing to daily departmental tasks and reports to the department supervisor.

Duties/Responsibilities 

• Answer incoming support calls from automotive dealerships in a high-volume call center. 

• Respond to user inquiries regarding DMS software operation to resolve issues. 

• Train users on the proper use of software applications. 

• Communicate effectively with customers via phone chat, and email applications. 

• Serve as the single point of contact for dealership software-related issues. 

• Interact with both internal and external customers to ensure the highest level of satisfaction. 

• Accurately document and update client issues within the company CRM software. 

• Maintain composure in stressful and unexpected situations, acting as a calming influence. 

• Collaborate with co-workers and leadership in a team environment. 

• Investigate and resolve problems while providing technical support. 

• Provide immediate feedback on software defects or escalated issues to department supervisor to ensure timely resolution. 

• Continually train on new system functionalities, additional modules, and new areas of expertise as identified by Autosoft leadership. 

• Identify and present opportunities for additional products and services. 

• Assist in training new staff members. 

• Perform any other duties needed to help drive our Vision, fulfill our Mission, and abide by our Values. 

What You Will Need:

Required Skills and Abilities: 

• Must be able to work any shift assigned, including Saturdays, within the call center’s operating hours (8 AM ET to 8 PM ET). 

• Demonstrated excellence in sales and customer service skills with a minimum of 2 years, including recommending products and services to customers for purchase. 

• Proven ability to multi-task, set priorities, and follow up on all client requests. 

• Excellent verbal and written communication skills. 

• Strong interpersonal and customer service skills. 

• Exceptional organizational skills and attention to detail. 

• Excellent time management skills with a proven ability to meet deadlines. 

• Proven experience and ability to learn and master technical software. 

• Strong analytical and problem-solving skills. 

• Ability to prioritize tasks and to delegate them when appropriate. 

• Adaptability to thrive in a fast-paced and occasionally stressful environment. 

• Proficiency in MS Office Suite (Word, Excel, PowerPoint, Access, Teams) for comprehensive document creation and collaboration. 

Preferred Skills and Abilities: 

• 2+ years of prior experience in a dealership environment is highly desirable. 

• 2+ years proficiency with Salesforce and Call Center Software. 

• 2+ years of contact support center experience. 

Education and Experience 

• Bachelor or Associate degree in Accounting or  

• High school diploma or equivalent with accounting certifications and 2 years related experience in lieu of a degree 

Physical Requirements 

• Prolonged periods of sitting at a desk and working on a computer are essential for this role. 

• Must be capable of lifting objects weighing up to 15 pounds, when necessary. 

• Rest and Relaxation- Holiday and Flexible Time Off, the flexibility to take time off as needed while aligning with business demands and maintain a healthy work-life balance.

• Health Benefits- Medical, dental, & vision insurance with plan options to fit employees’ unique needs, including a 100% company-paid medical option.

• Prepare for the Future- 401(k) with a generous company match.

• Work/Life Balance- Flexible schedules, Parental Leave, Paid Caregiver Leave, Volunteer Time Off, Wellness initiatives.

• Pets are Family Too- Pet insurance for your furry family members.

• Continuous Learning- We encourage growth and curious minds by providing Professional Development Reimbursement for our employees.
  
  

Autosoft is an Equal Opportunity Employer and does not discriminate against any applicant based on race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

Note: The statements herein are intended to describe the general nature and levels of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Autosoft provides equal employment opportunities (EEO) to all employees and applicants for employment with regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

Autosoft hires the best qualified candidate for the job, without regard to protected characteristics.

Note: The statements herein are intended to describe the general nature and levels of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. If you think you are a strong fit for the role, apply and let’s have a conversation.

For California applicants: