Description

Who you are

You are a self-driven problem solver, comfortable working independently in a dynamic technical environment. Your organizational and prioritization skills are a strength, and you thrive in fast paced client service situations. Your leaders and peers see your drive for success, matched only by your internal drive to get it right and on time.

What you will do

Our Tier 1 Specialists complete basic customer requests, assist with website installations, configure plugins and integrations, and manage third-party technical requests to ensure accurate and timely task resolutions. You will also perform quality assurance checks, maintain detailed account documentation, and collaborate closely with the Tier 2 team to expand your technical knowledge and continuously improve operational processes and customer support experiences.

Job Responsibilities:

Complete basic customer requests and website installations while delivering a positive customer experience through clear communication and exceptional customer service
Provide Tier 1 technical support for basic customer requests, product setup, and deployment activities across Protomiq products
Submit and manage third party technical configuration requests
Configure website plugins, integrations, and tools according to company standards and customer requirements
Perform quality assurance checks to confirm accurate account and plugin setups
Maintain accurate notes, status updates, and account documentation within internal systems
Collaborate with the tier 2 team to advance technical and operational skill levels

Requirements

1 year experience with website support or business process management
Exceptional problem-solving skills
Effective listening skills
A genuine passion for delivering exceptional customer experiences
Ability to navigate ambiguity and resolve customer inquiries with confidence
Proficiency in multitasking and managing open tickets and tasks
Self-motivated with the ability to work independently while collaborating with other teams

Preferred Skills

Experience with website troubleshooting – Basic html skill
Experience in ticketing applications such as Salesforce, Zendesk, or similar tools
Experience with automotive dealers and products
Experience in a SaaS or proprietary software technical support environment

We build software for car dealers, and we’re on a mission to bridge the communication gap between dealers and consumers. It ain’t easy, but we love it. Our goals in life are to help dealers make their websites convert better, make it easier for their sales reps to sell, and to grow their service business. Check out all of our products at tradepending.com because, let’s face it, no one ever bought software by reading a company’s social media description about themselves. You’re here for the good times and scrolling, right? We’re known for being great at website conversion, sales enablement, service offers management, retention marketing, and communication through the lenses of vehicle valuations, payments, inventory merchandising, and video. You can reach our sales team at 919-249-8795 and sales@tradepending.com.

Support/Deployment Tier 1 Specialist

Support/Deployment Tier 1 Specialist

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