Customer Support Specialist I (Remote)

Customer Support Specialist I (Remote)

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another.

Vitu provides innovative, cutting-edge services to the motor vehicle industry.

Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform.

With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles.

Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

The Customer Care Specialist I plays a crucial role in assisting customers through various channels, such as inbound calls and support ticketing systems.

They focus on establishing and nurturing positive relationships with customers by addressing inquiries related to company products, features, and services.

Their responsibilities encompass handling fulfillment, billing, account management, technical, and configuration issues.

While adept at resolving common concerns independently, they escalate complex, unexpected, or recurring issues to internal experts to ensure a swift and effective resolution.

The Customer Care Specialist I serves as the frontline support, delivering exceptional customer service and contributing to overall customer satisfaction

Key Responsibilities


* Respond to customer inquiries via phone, email, and chat in a timely and professional manner.


* Receive and respond to customer requests via the inbound call queue and support ticketing systems.


* Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.


* Provide Tier 1 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic questions about the solution.


* May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.


* Apply appropriate internal and security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.


* Document customer inquiries, status, and resolution.


* Work across teams when needed and follow up with customers to resolve issues satisfactorily.

 

Qualifications and Experience


* High school diploma or equivalent; Associate's or Bachelor's degree is a plus.


* Proven customer support or client service experience.


* Strong phone, email contact handling skills and active listening.


* Familiarity with CRM systems and practices, preferred. 


* Customer orientation and ability to adapt/re...