Customer Support Representative

Technology Norfolk, Virginia


Position at Dominion Powersports Software

DX1 Customer Support Rep  

Position Summary: The Customer Support Representative 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 (Web site, Lead Management and Social Media functions). Under general supervision, in an inbound call center environment, Support Representatives 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 Representative 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 Representative 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.  
● Minimum typing speed of 50 wpm  
● 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  
● Minimum 2 years of DMS (Dealer Management) specific experience and training A PLUS  
● Dealership knowledge A PLUS  
● Other website or social media training A PLUS