DX1 Customer Support Specialist

Customer Service Norfolk, Virginia


Description

Position at Dominion Powersports Software

DX1 Customer Support Specialist  

Position Summary: The Customer Support Specialist is responsible for offering the highest level of customer service while also delivering the successful training and support of the DX1 solution which includes Operations (Major Units, Parts, Service and Accounting) and Marketing (Website, Lead Management and Social Media functions).  

Under general supervision, in an inbound customer contact center environment, The DX1 Support Specialist will provide problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions could include resolving username and password problems, verifying proper set up,  
assisting with navigating around application menus and troubleshooting issues. Support will be provided by clearly communicating solutions in a user-friendly, professional manner.  

Group/Team Description: The Support Specialist is a key member of the Support Team that includes setup, training, data migration, and dealership support.  

Working relationships:  
Implementation Leads  
Sales Team  
Account Managers  
Data Migration Team  
Product Development Team  

Communication responsibilities: The Support Specialist is a key point of contact for customers once they are live on the DX1 platform. They are also responsible for following up with customer to ensure use and answer any inquiries that may arise.  

Major Responsibilities/Decisions:  
  • Effectively handle phone calls from customers and answering inquiries by  
  • clarifying desired information, researching, locating and providing information.  
  • Help customer by providing answers to questions and the DX1 DMS  
  • application.  
  • Share information with other team members on how problems or issues were  
  • resolved. 
  • Post relevant information in a knowledge database.  
  • Maintain constructive relationships with customers and bring to the attention of the management team any recurrent issues/inquiries.  
  • Provide remote phone based training and potential travel to customer site to train on the DX1 DMS application.  
  • Follow up with customers to ensure DMS usage as well as provide additional customer assistance.  

Experience required:  
  • Minimum 2 years of work experience in a software support environment  
  • Basic Computer Knowledge  
  • Basic Microsoft Office Knowledge  
  • Willingness and ability to quickly learn new technologies.  
  • Must have a passion for providing excellent customer support as well as very good verbal and written communication skills.  
  • Must be organized and be able to multitask and work in a fast-paced environment with minimal supervision.  
  • Must be a team player; be highly motivated, self-starting and committed to achieving results.  
  • Must have a strong sense of ownership and follow-through to resolution.  
  • Customer phone support experience
  • DMS (Dealer Management) specific experience and training A PLUS  
  • Dealership knowledge A PLUS  
  • Other website or social media training A PLUS