Customer Advisor (Tier One)

Charlotte, NC

AutoUpLink Tech connects automotive retailers with their customers by designing easy to use, captivating web and native software applications. We help retailers coordinate interaction with each consumer throughout the customer lifecycle from initial acquisition to vehicle ownership, delivering a transparent consumer experience that improves dealership customer acquisition and retention.

Our team includes brilliant people who share the goal to free companies from buying expensive, difficult-to-use, enterprise software. It’s exciting stuff. And you can be part of it. Work with amazing people doing amazing things. You’ll learn heaps and be challenged daily. Bring passion and dedication to your job and there’s no telling what you could accomplish.

As a Customer Advisor, You’re a problem-solver and amazing with customers! You’re enthralled by the way things work, and have the ability to install, maintain, and troubleshoot your own hardware and software. You can multitask across systems and applications, analyze and resolve a variety of complex technical issues, and comfortably navigate a Windows environment. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You’re not only here to help fix technical issues, but also provide an incredible customer experience.

The CustomerSuccess team you will work in is a collaborative, customer-facing, problem-solving machine! We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We exceed customer expectations and strive to resolve the majority of customer inquiries during the first touch by phone, email or chat.

And as our customers’ first point of contact, you’ll be the friendly voice of AutoUpLink Tech, providing award-winning customer service, troubleshooting, and support. We’ll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs, which reminds them that behind our great products are amazing people.

Responsibilities

  • Answer inbound phone inquiries professionally to initiate customer support sessions;
  • Respond to inbound email or chat inquiries professionally to initiate customer support sessions;
  • Follow established support processes to address inquiries quickly and professionally;
  • Learn how to use the software products that our customers license and inquire for assistance about;
  • Use the customer support, issue tracking software to open, update and close customer inquiries based on work performed;
  • Address both hardware and software related issues;
  • Reporting/escalating issues through the appropriate channels;
  • Effectively communicating information with his/her team members and customers alike;
  • Driving solutions to identified issues, as well as for mentoring and training (development and delivery) with new employees;
  • Proactively identifying ways to avoid recurrence of customer issues by regularly improving processes, reviewing technical articles, and recommending changes;
  • Additional responsibility as business needs dictate;

Qualifications

  • The ideal candidate for this position loves customers, loves technology, and is a rock star at solving technical puzzles;
  • Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner;
  • Superior time management skills;
  • A desire to thrive in fast paced and ambiguous situations;
  • Professional troubleshooting expertise or proven technical support ability;
  • Customer service focus and passion for support;
  • Bachelors Degree or equivalent;
  • Ability to provide clear technical directions and solutions;
  • Outstanding follow through, organizational ability and high stress tolerance;
  • Strong self-motivation doesn’t require frequent direction, willing and able to put in extra time and effort as necessary;
  • Ability to manage multiple assignments all within tight timeframes;
  • Proficiency with Windows desktop/laptop OS (Windows 7 or 8) for day-to-day use;
  • Successful completion of a pre-employment assessment and criminal background check;

Bonus Points for:

  • Help-desk level experience troubleshooting software applications;
  • Two years of contiguous and recent professional experience in a customer support environment (e.g. titles like technical support, support representative, etc.);
  • Strong team player who contributes to the inter-departmental collaboration;
  • Flexibility: able and willing to take on new roles, assignments and responsibilities as needed;
  • Record of significant or exceptional performance in most recent job assignments;
  • Training related to serving customers with direct personalities;
  • Proficiency with customer support issue tracking software applications;
  • Familiarity with Confluence WIKI software;
  • Automotive Retail experience earns double bonus points;

What we Look for in Who we Work With

Details Matter: Every “How can I help you?”. Every swipe of the finger. Every piece of packaging. Everything. And it doesn’t matter just some of the time. It matters all of the time. That’s how we design things at AutoUpLink Tech. The result is something noteworthy and lasting.

We’re perfectionists. Idealists. Inventors. Designers. Forever tinkering with products and processes, always on the lookout for better. A job at AutoUpLink Tech is one that expects a lot of you, but it’s also one that rewards original thinking and hard work. We wouldn’t have it any other way.

When you imagine the creative design process at AutoUpLink Tech, at first you may not picture someone in HR. Or operations. Or finance. But we expect Design thinking and solutions from everyone here, no matter what their responsibilities are. Innovation takes many forms, and our people find new ones every day because they are encouraged to participate and to deliberate like Designers.

Send us your resume and cover letter and we’ll be in touch!