Solutions Engineer

The Solutions Engineer position provides the first-level of contact support to customers. With each interaction, Solution Engineers lead with a high level of curiosity to gain an understanding of customer support inquiries so that they can provide technical and/or service-based solutions that meet their needs. They are responsible for helping the organization create effortless support experiences that resolve inquiries in the moment and/or with warm handoffs to appropriate teams. Solution Engineers are required to develop positive rapport with both customers and internal partners to ensure customer success. They should feel comfortable and motivated by working in a high-volume contact center environment, and communicating seamlessly through phone, messages and e-mails.

Education and Experience

• High School Diploma (or equivalent experience) 
• One (1) year of customer service or call center experience 
• Experience with Salesforce, Wordpress and/or Slack a plus 
• Experience in a support or service role within the Automotive, SaaS or MarTech industries is a plus

Required Skills & Abilities

• Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
• Quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
• Present information in a clear and accessible manner 
• Effectively practice actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs
• Familiar with internet browsers and settings, managing phone lines and basic e-mail functionality
• Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry 
• Quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers. 
• Comfortable and competent in handling high-tension situations both in written and verbal communication
• Ability to multi-task and use time effectively and efficiently
• Skilled in working with various web platforms, including Word Press
• Embraces change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
• Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned

Job Duties / Responsibilities

• Intake technical product website support requests from customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
• Follow up and resolve customer requests and open cases for product support. 
• Resolve customer inquiries related to services or technology.
• Troubleshoot and resolve complex product-related issues.  

• Escalate more complex issues as needed to higher-level support teams and/or management; and de-escalate customers as needed. 
• Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.  
• Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s).
• Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills.
• Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
• Support data maintenance and hygiene by ensuring accurate documentation of customer interactions and notes in all applicable systems. 
• Be a steward of our customer solutions by communicating process, system or technical improvement opportunities in line with current processes.
• Understand and uphold compliance standards for OEM Partners.
• Maintain metrics for phone calls, case closures, and Service-Level Agreements for OEM partners month over month.
• Manage communication between multiple departments to ensure client requests and expectations are relayed properly to the necessary parties both internally and externally.
• Manage client expectations in regards to turnaround times, updates, and issues.
• Have a fundamental understanding of the Inventory process and ensure information is relayed to the client in an accessible way.
• Provide training materials to clients in need so they have resources for website updates they can manage. 
• Troubleshoot and understand the Lead Capture process for Dealership websites.
• Understand and have comprehensive knowledge of the Dealer Inspire website platform and its functionalities.
• Troubleshoot Third Party tools and identify issues with installation or Third Party involvement for further resolution.
• 1on1 documentation and development items filled out monthly/quarterly.
• Acquire technical and service certifications as required.
• Understand website package levels and set appropriate client expectations; identifying consultative upsell opportunities and handing off to Managed Services, Performance Management or Sales as appropriate 
• Complete personal and department-assigned goals.
• Audit and complete cases completed by our overnight team in a timely manner.