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Customer Support II

Farmington Hills, MI *hybrid

Full-Time

Role Overview

Application

About Customer Support II

700 Credit is searching for a highly motivated Level 2 Customer Support Specialist to join our team. You will provide a resolution to our end users by diagnosing and finding solutions to their problem. You will handle second-tier technical support. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Responsibilities

• Handle cases Level 1 Support escalates to Level 2.
• Handle Setup Request as needed.
• Works closely with Affiliate Integrations Specialist
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather the customer’s information and determine the issue by analyzing the symptoms.
• Diagnose and resolve issues in a timely manner.
• Escalate and hand off any development issues as appropriate.
• Document customer interactions in case management tool.
• Work with internal teams and external partners.
• Works closely with development team.
• Main support contact for the implementation team.
• Monitor various system reports and provide resolution to issues as applicable.
• Maintain ownership of solutions database.
• Meet and exceed KPIs.
• Help train new hires.
• Follow up and make scheduled call backs.
• Stay current with system information, changes, and updates.
• Offer alternative solutions where appropriate with the objective of retaining the customers’ business.
• Identify leads for sales team.
• Includes after-hours support.

Required Skills & Experience

• Excellent communication skills both verbal and written
• Must be comfortable on the phone
• Ability to work independently and as a team to accomplish tasks
• Must be comfortable working in a performance based and structured environment while demonstrating high ethical standards

Preferred Skills & Experience

• 3 to 5 years of experience working in a client service/customer service environment
• Demonstrated ability to troubleshoot and diagnose diverse technical issues
• Proven ability to maintain focus and work effectively prioritizing multiple demands
• Strong client relationship skills
• Case management and CRM experience a plus
• Bachelor’s degree or equivalent combination of education and experience is desirable

Apply Now

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Our Hiring Process:

 

  1. Apply online – just fill out our online form and submit your resume!
  2. Pre-employment testing – A recruiter from our parent company, Reynolds & Reynolds, will reach out to you with instructions to complete a personality and aptitude assessment. These tests can be completed online in the comfort of your own home.
  3. Recruiter Phone Screen – A recruiter from Reynolds & Reynolds will conduct a phone screen to ask more in-dept questions about your skills and experience, ensuring we find the perfect match for you.
  4. Interview – Once you have been matched to the perfect role, you will be contacted by the Open Dealer Exchange team to schedule an interview with the hiring manager. This is your chance to have all of your questions answered!
  5. Offer & Background Check!