Customer Support Specialist

Infomedia & the Role Infomedia is a leading global provider of SaaS solutions to the parts and service sector of the automotive industry. Headquartered in Australia, Infomedia has been at the forefront of aftersales system innovation for more than 28 years. Supplying online parts selling systems, sophisticated service selling systems, a range of publications, as well as data analysis and information research for automotive and lubricant industries. Our software solutions are used each business day by over 220,000 dealership personnel, produced in more than 35 languages and at work in 186 countries. Their powerful search functions and intuitive, user-friendly interface helps boost efficiency, profitability and customer retention for OE Parts and Service Departments. Job Summary Primary responsibility is to effectively provide product and service support to end-users of Infomedia products. Establishing and maintaining an open rapport with customers, ensuring confidence and ongoing communication. We also want you to spend time getting to know our clients, paying attention to details, and making sure customers are happy. We work with our customers transparently and as partners to grow and solve problems. You are the key to that relationship and will be a central point of contact for our dealers and the face of our organization. Written and verbal proficiency in Spanish and/or French and English is required. Essential Functions Deliver service and support to end-users via inbound or outbound calls, emails, or chats for a suite of products and services. Provide technical and network problem resolution to customers by performing a question diagnosis, guiding users through step-by-step solutions. Provision account and user changes received from existing clients. Collaborate with peers regarding issues and solutions; identifying and escalating priority issues as needed. Consistently process and record customer phone call interactions using designated tracking software for future reference. Escalate challenging issues reported during customer interactions to required level and ensure timely follow up and customer satisfaction. Follow up and make scheduled call backs to customers on open tickets to ensure customer satisfaction Stay current with system information, product updates, new product releases and current product detail Collect and communicate customer suggestions for continuous improvement to appropriate personnel Check in on clients and maintain a constant channel of communication to ensure dealership success Work with others on your team to create comprehensive training material for new customers Ensure all issues are documented and resolved with a strong sense of urgency Track, monitor, and follow-up on inquiries or requests to ensure customer satisfaction Other duties as assigned by Management What You'll Bring High School Diploma required, College degree or equivalent experience Bilingual preferred (Spanish and/or French) Customer Service driven with a strong ability to multitask Excellent analytical and problem-solving skills Proper phone etiquette and effective listening skills Proficient verbally, grammatically and in written form Strong teamwork and excellent interpersonal skills Demonstrated proficiency in the use of personal computers, mobile devices Strong Troubleshooting ability and problem resolution skills Detail oriented and self-directed. Advanced knowledge of Microsoft Office Suite Minimum 50wpm Skills & Characteristics A strong interest to be curious and learn new things Account management experience Customer service background, or a degree in a related field Equivalent industry experience Strong consideration for additional fluency in Spanish Ability to multitask Self-motivated Team player Environment This position reports to the Atlanta or Detroit office and operates in a professional environment with regular use of headset/microphone. Consistent communication and interaction with customers are daily. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Will currently work from home using an internet connection. This may change in the future. Position Type/Expected Hours of Work This is a full-time position. Standard days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. ET with rotating late shift and weekend/holiday support work, as well as an on-call Pager Duty shift. Please note that although this position may be remote initially, the ideal candidate must be able to commute to our Detroit office to fulfill our weekly in-office work requirement. More details to be provided upon hire. Why Choose Us As a global leader in our industry, we develop innovatively crafted, data driven cloud software solutions for some of the best and most well-known automotive brands worldwide. The day to day varied work coupled with our relaxed, informal, yet high performing environment are the key things that make our team happy. Culture and Benefits We take our team members and service very seriously. We live by our core values of: Accelerating Performance, Driving Innovation & Service, Navigating Global, Steering Locals and Having Fun in the Fast Lane. We work hard but we play hard too. We offer a robust benefits package including paid parental leave, flexible working arrangements, health perks, growth and career development and recognition. About Infomedia Infomedia offers its Microcat® EPC, Superservice™ Quoting software, Data & Analytics, and various Data Services as 'turn-key' solutions to our OEM customers and their dealership networks. 30 years industry experience Established global operations throughout 186 countries in 34 languages Our software is used by over 220,000 automotive industry professionals around the world