Tech Support Representative

Job Title: Tech Support Representative

Department: Sales and Client Services

Job Summary:

As a Tech Support Representative, you'll be a key player in helping customers with their automotive parts and accessories. Based in a growing call center, you'll assist customers and the Customer Service team in selecting the best restoration parts for their vehicles to realize their dream builds. Your role involves offering top-notch vehicle support, troubleshooting product, and installation issues, and providing guidance to boost the knowledge of customers and team members. Additionally, you’ll collaborate closely with our Product and Purchasing team to report and verify product-related issues. Joining as a Tech Support Representative means being a crucial part of our expanding team, committed to delivering excellent customer care, handling daily tasks, and contributing to our business's growth.

Having a deep understanding of classic American muscle cars and restoration processes is essential for success in this role.

Responsibilities:    

Sales and Customer Service

• Assist responding to customer inquiries via phone, email, chat, or in-person.
• Assist customers with placing orders, tracking shipments, and resolving order-related issues.
• Assist customers with billing inquiries and payment processing.
• Explain company policies, terms, and conditions to customers.
• Assist customers and team members in selecting the right products for their needs.
• Use excitement and technical knowledge to sell automotive parts and accessories.
• Identify opportunities to upsell or cross-sell additional products or services.
• Maintain accurate and detailed records of customer interactions and transactions.
• Conduct sales activities with honesty, integrity, and adherence to company process and policy.
• Meet or exceed performance metrics, such as call volume and sales goals.

Vehicle Tech Support

• Offer guidance to customer and team members on product selection, compatibility, and installation advice.
• Troubleshoot and resolve technical issues related to automotive parts and installation.
• Assist customers in diagnosing product issues and installation roadblocks to find solutions.
• Follow-up with customers inquiring about products and vehicle questions to generate sales.
• Share customer feedback and insights for product improvement.
• Collaborate with other departments to ensure timely and effective resolutions.

Customer and Staff Education

• Acquire and maintain in-depth knowledge of the company's products or services.
• Stay informed about new products, features, and industry trends.
• Educate customers on the features, benefits, and proper use of automotive products.
• Create and develop training materials, manuals, and documentation for customers.
• Develop and maintain a comprehensive knowledge base for customers and staff.
• Document common issues and their solutions for future reference.
• Participate in ongoing training sessions to stay updated on product knowledge and customer service skills.
• Provide ongoing training sessions for staff to enhance their skills and knowledge.
• Participate in initiatives aimed at enhancing overall knowledge of supported car lines.
• Identify opportunities for improving the vehicle Tech Support process.
• Mentor new team members.

Order Review

• Verify order details, including product selections and quantities to ensure accuracy and completeness.
• Address any potential compatibility issues or recommend suitable alternatives.
• Review orders with customization or requiring special requests.
• Communicate with customers regarding technical aspects of their orders.
• Maintain accurate records of order reviews, decisions, and actions taken.
• Provide support in resolving order-related issues and discrepancies.

Required Skills/Abilities: See examples below.

• Clear communication skills (verbal and written).
• Proficient computer skills.
• Strong customer service and interpersonal abilities.
• Excellent organizational skills and attention to detail. 
• Strong analytical and problem-solving skills.
• Microsoft Office Suite proficiency.
• CRM software familiarity.
• Ecommerce software familiarity.
• Efficient multitasking skills.
• Strong knowledge of classic American muscle cars and restoration processes

Education and Experience: See examples below.

• High school diploma or equivalent.
• Experience in Sales & Customer Service roles
• Knowledge of classic American cars, specifically GM.
• Knowledge on the fundamentals of how suspensions work.
• Knowledge of how engines and all its accessories work.
• Knowledge of drivetrains, transmissions, and rear ends.
• Experience with a restoration or car build. (Recommended)

Physical Requirements: See examples below.

• Prolonged periods of sitting at a desk and working on a computer. 
• Prolonged periods of staring at multiple computer screens.  
• Ability to maintain attendance as defined by company policy.
• Ability to work under pressure to meet deadlines.
• Ability to operate general office equipment i.e. fax machine, photocopier, computer printer.
• Additionally, your role with Ground Up Motors is deemed a Customer Critical Role. To satisfy the constant demand of our consumer base, positions within Customer Critical Roles may be subject to alternative work schedules during times of unforeseen circumstances. 

Positions Hours of Operation: The following are the hours of operation; however, scheduled hours may vary. All positions at Ground Up Motors are 32+ hours.

• Monday-Thursday: 9:00am – 6:00pm 
• Friday: 9:00am – 3:00pm 
• Saturday: 9:00am – 1:00pm

Job Types: Full-time, Part-time

Pay: $18.00 - $22.34 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Palm Coast, FL 32164: Relocate before starting work (Required)

Work Location: In person