Customer Support Technician 1

Job OverviewThis position accurately documents customer interactions in the CRM and provides accurate information to customers using the OEM resources in a Call Center Environment.Responsibilities and DutiesAnswering all inbound phone callsAnswering inbound phone requests from clients in a timely fashionDocumenting customer interactions properly within the CRM as a matter of recordProvide accurate information to customers using online OEM resources as neededProgramming Vehicle ECUs correctlyOE scanning vehicles correctlyPositively position the value of the solutions providedTroubleshooting all Opus IVS products/servicesOther duties as assignedQualificationsHigh School and successful customer service experienceStrong Windows Operating System FamiliarityMicrosoft Office familiaritySuperior customer service skillsStrong problem-solving capabilitiesAbility to communicate effectively both verbally and in writing with customersAbility to multi-taskPreferred QualificationsOE/Dealer level diagnostic and programming experienceAutomotive Repair experience/educationASE Certification(s)Call Center experienceFamiliarity with SLAs and meeting metricsFamiliarity with pre/post scanning of automobilesCollision automotive experienceBilingual a plus but not requiredPhysical RequirementsMust be able to hear on a telephone and at times with others speakingWork is in a temperature-controlled office