Solutions Engineer

About the Opportunity:

The organization is focused on simplifying car buying and selling through technology solutions for the automotive industry. The Solutions Engineer position serves as the first point of contact for customer support, delivering technical and service solutions to resolve inquiries efficiently. The role involves building rapport with customers and internal teams in a high-volume contact center environment. Standard work hours are 2:00 PM to 10:00 PM CST, Monday through Friday.

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Responsibilities:

• Intake and respond to technical product support requests from customers via phone, email, chat, or web forums.

• Follow up and resolve customer requests and open support cases.

• Troubleshoot product-related issues and resolve customer inquiries related to services or technology.

• Escalate complex issues to higher-level support teams or management and de-escalate customers as needed.

• Provide quality service in accordance with department guidelines and policies.

• Handle a high volume of inbound contacts and engage customers to resolve product issues.

• Maintain knowledge by aligning with internal training and knowledge-sharing platforms.

• Educate customers on product features and available services.

• Ensure accurate documentation of customer interactions and notes in all systems.

• Communicate process, system, or technical improvement opportunities.

• Acquire technical and service certifications as required.

• Understand website package levels, set client expectations, and identify upsell opportunities for appropriate team handoff.

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Requirements:

• High school diploma or equivalent experience.

• At least one year of customer service or call center experience.

• Experience with Salesforce, Wordpress, and/or Slack is a plus.

• Experience in a support or service role within the Automotive, SaaS, or MarTech industries is a plus.

• Ability to manage a high volume of support inquiries with professionalism in verbal and written communication.

• Strong problem recognition and resolution skills.

• Ability to present information clearly and understandably.

• Active listening and questioning skills to fully understand customer needs.

• Familiarity with internet browsers, phone line management, and basic email functionality.

• Quick learner with an interest in technical products and marketing-based service solutions for the automotive industry.

• Strong rapport-building skills and adaptability to different communication styles.

• Ability to diffuse high-tension situations comfortably.

• Effective multitasking and time management abilities.

• Experience with various web platforms, including WordPress.

• Comfortable with change, adaptable, and eager to learn in a fast-paced industry.

• Willingness to work defined shifts, including potential weekends or later hours as required by leadership.

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Benefits & Perks:

• Recognized for employee experience, quality of pay, benefits, and work-life balance.

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Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.