Solutions Engineer

About the Role

The Solutions Engineer position provides the first-level of contact support to customers. With each interaction, Solution Engineers lead with a high level of curiosity to gain an understanding of customer support inquiries so that they can provide technical and/or service-based solutions that meet their needs. They are responsible for helping the organization create effortless support experiences that resolve inquiries in the moment and/or with warm handoffs to appropriate teams. Solution Engineers are required to develop positive rapport with both customers and internal partners to ensure customer success. They should feel comfortable and motivated by working in a high-volume contact center environment, and communicating seamlessly through phone, messages and e-mails.

Education and Experience

• High School Diploma (or equivalent experience) 
• One (1) year of customer service or call center experience 
• Experience with Salesforce, Wordpress and/or Slack a plus 
• Experience in a support or service role within the Automotive, SaaS or MarTech industries a plus

Required Skills & Abilities

•  Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
•  Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
• Ability to present information in a clear and understandable manner 
• Ability to actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs
• Familiar with internet browsers and settings, managing phone lines and basic e-mail functionality
• Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry 
• Ability to quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers. 
• Ability to diffuse high-tension situations comfortably 
• Ability to multi-task and use time effectively and efficiently
• Ability to work with various web platforms, including Word Press
• Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
• Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned

Job Duties / Responsibilities

•  Intake technical product support requests from customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
• Follow up and resolve customer requests and open cases for product support. 
• Resolve customer inquiries related to services or technology.
• Troubleshoot complex product-related issues.  
•  Escalate more complex issues as needed to higher-level support teams and/or management; and de-escalate customers as needed. 
• Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.  
• Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s).
• Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills.
• Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
• Support data maintenance and hygiene by ensuring accurate documentation of customer interactions and notes in all applicable systems. 
• Be a steward of our customer solutions by communicating process, system or technical improvement opportunities in line with current processes. 
• Acquire technical and service certifications as required. • Understand website package levels and set appropriate client expectations; identifying consultative upsell opportunities and handing off to Managed Services, Performance Management or Sales as appropriate 
• Complete personal and department assigned goals.