Sr. Client Support Specialist

AutoTrader.ca · Toronto · CA$45,000–CA$50,000 (stated in the posting)

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Summary of Job:

This role is expected to provide dedicated and specialized support to large and complex dealer groups as well as accounts in a superior package. This role requires a technical support professional to help guide and resolve customer’s issues, requests or general inquiries related to marketplace, and AUTOSYNC products. The VIP Specialist will work very closely with other roles within the business. Building strong internal/external relationships and responding within SLA is key to the success of the role.

Key Areas of Responsibility:

• Provide best-in-class support related to technical issues by helping diagnose and provide qualitative technical services and solutions to internal and external customers.
• Provide technical support for front-end website customizations and/or inventory feed integrations.
• Coordinate tasks with our tech ops and AUTOSYNC DEV team to ensure website, inventory and or platform requests are completed.
• Manage change/requests configurable on all CMS systems.
• Manage large and complex account and dealer group set ups and product integrations.
• Collaborate with internal teams and 3rd parties to help resolve technical issues impacting customers.
• Assist in discussions with more technically advanced clients and 3rd parties to ensure that all their questions are fully answered, and expectations are managed through the lifecycle of a support request.
• Evaluation of the systems' problems to recommend enhancements.
• Manage multiple cases and/or large dealer groups at one time.
• Proactively check account set ups and integrations to identify and resolve problems for these customers before they are reported.
• OEM partner support.
• Managing inbound and outbound communications (phone or email) from clients or dealer groups related to different products.
• Responding to customers in a timely manner to get to the root and solution of their problem.
• Provide courteous, friendly and professional customer support.
• Coordinate & liaise with cross-functional departments to resolve issues technical in nature.
• This role will be working closely with Sales, Finance, Creative, Web DEV, Tech Ops, OSCs, AUTOSYNC and other departments as needed
• Prepare and execute weekly, bi-weekly or monthly reports (ie. Support ticket reviews, status, etc) both internally within the organization and/or for the client’s purposes.
• Other duties as assigned.

Job Requirements (please indicate if required (R), preferred (P) or asset (A))

• Trader’s level 1 customer support experience (R)
• College diploma or related business experience (R)
• Solid verbal/written communication skills (R)
• MS Office experience – specifically Excel is essential (R)
• Previous customer service experience (R)
• Strong customer service skills (R)
• Strong analytical skills (R)
• Technical skills (R)

• Must be very detailed oriented and very customer focused (R)
• Must be organized and able to manage client’s expectations (R)
• Must be self-motivated and work individually and as a team
• Must have the ability to work well under pressure and have a sense of urgency to resolve and investigate issues (R)
• Must have excellent communication skills, both verbal and written (R)

For a career where you can drive our business and shape your future, apply now. 

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