Lead Customer Support Specialist
Location
Andover, MA | United States
Job description
DataOne Software is a dynamic leader in providing vehicle data and software solutions for the North American automotive markets. We are passionate about building cutting-edge data products and solutions that drive the industry forward. Located in Beverly, MA, our team is currently operating in a hybrid environment, requiring two days per week on-site. Position Overview: Are you dedicated to delivering exceptional customer support? Are you a quick learner who thrives on problem-solving? If you possess strong communication skills and are excited about learning new technologies, we want to talk to you! DataOne is hiring a Lead Customer Support Specialist to join our growing team. In this role, you will be a crucial part of our Support Team, leading customer support calls, facilitating customer requests, collaborating with internal teams, and ensuring an excellent customer experience. This position demands a keen eye for detail, excellent communication skills, and the ability to streamline operations for optimal efficiency. Key Responsibilities:
- Lead customer support calls, employing a methodical problem-solving approach to understand customer needs and drive resolutions.
- Collaborate and coordinate solutions with internal teams such as Data, Product, Development, and Sales to ensure an excellent customer experience.
- Engage in day-to-day operations and decision-making, demonstrating oversight qualities in preparation for future leadership responsibilities.
- Proactively keep customers informed of progress, manage priorities, and effectively set expectations.
- Handle new client onboarding, account configuration, migration, updates, and product delivery.
- Perform research and analysis to identify, diagnose, and resolve client, product, or technical-related problems.
- Take ownership of projects or phases of projects, ensuring timely completion of deliverables.
- Create, update, and improve content for client-facing and internal product/support training, documentation, and processes.
Requirements:
- Client-centric focus with strong project management, leadership, strategic thinking, and problem-solving skills.
- Eagerness to help customers and team members with a positive attitude in a fast-paced environment.
- Ability to adapt to an evolving organization.
- An eagerness and ability to quickly learn DataOne’s products and related technologies.
- Ability to take initiative, be self-directed, and work with limited supervision.
- Exceptionally organized and detail-oriented, capable of managing multiple priorities with a strong sense of urgency. Meticulous attention to detail and follow up are critical to this position.
- Strong interpersonal communication skills.
- Proficiency in Microsoft Office and Google Suite, with high proficiency in Excel.
- Knowledge of Salesforce (or other CRM) and Zendesk (or other ticketing platforms) is a plus.
- Experience in the automotive industry, product-related technologies (SQL databases / APIs), and supporting technical software or data products/SaaS is advantageous.
- Bachelor’s degree and/or equivalent combination of training and professional work experience (1-3 years) in a client-facing customer service, product support, implementation, or onboarding role.
Schedule:
9:30a - 6:00p Monday through Friday. Some flexibility in scheduling is required for occasional off-hour, evening, and/or weekend work depending on business needs. Some overtime may be required occasionally based on business needs. Monthly on-call rotation required after 6 months - approx. 1 week a month. This role offers compensation of approximately $60,000 - $70,000. Compensation factors include geography, experience, education, job demands, job market, etc. Additional benefits include medical, dental, vision, flexible spending account; 401k, matching up to 4% fully vested on day one of employment; paid vacation, company holidays and sick leave; corporate discount opportunities. This job posting will stay open until the position is filled or deemed to be no longer necessary. Join DataOne Software and be part of a team that is driving innovation in the automotive data industry! Apply now to contribute your skills and enthusiasm to our dynamic and growing organization.
About DE
Dominion Enterprises (DE) is a privately held digital marketing, data services, and software services conglomerate offering client solutions through specific business units in several verticals including automotive, hospitality, franchise, real estate, advertising, and powersports. Our customers rely on our B2B products and services through Data One Software, DMS Vue, Activator, Dealer Specialties, Cross Sell, Alliant, DX1, Travel Media Group and Franchise Ventures business units. Headquartered in Norfolk, Virginia, approximately 1,000 employees work nationwide. We are proud of the collaborative, innovative, team-oriented work environments, excellent career enrichment opportunities, community service opportunities, competitive earnings, and comprehensive benefits package which includes a generous 401(k) plan. DE is an equal opportunity employer and supports a diverse workforce. DE is a drug-testing employer.
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