Customer Support Agent I

About Us iPacket is an automotive data technology company located in Parkersburg, West Virginia. We are driven to change the vehicle purchase experience to provide the best outcomes for both dealers and consumers. While our team works extremely hard, we pride ourselves on fostering a creative, fun and inspiring work environment. About You Life-long learner with a passion for technology, problem-solving and delivering superior customer service. Possess strong written and oral communications skills. Self-motivated, organized and above all, a team player. Summary Of The Role The Customer Support Agent Level I role is a customer-facing position that focuses on resolving technical issues and assisting customers with a broad-range of usability and functional requests. Job Duties

• Manage incoming support tickets and ensure that all customer inquiries are accurately recorded and resolved or assigned according to our SLAs.
• Work with clients over the phone, video calls, or email to address requests and issues.
• Utilize various applications and tools to troubleshoot and resolve client issues.
• Assist with the maintenance of troubleshooting documentation, standard operating procedures, and other support-related content.

Skills/Requirements

• Team player, always willing to assist other team members
• Analytical thinker, with a knack for troubleshooting and solving problems
• Ability to communicate confidently with clients over the phone
• Excellent organizational and customer service skills
• Works with a sense of urgency
• Strong computer skills and knowledge of Microsoft, Apple, and Google software products
• Bachelor’s in Computer Science or Engineering a plus
• Automobile dealership SaaS experience a plus