Senior Support Specialist

USA

Location: Remote (Midwest or West Coast Preferred)

About us

Fuse is bringing FinTech to retail automotive in the US market.

As a rapidly expanding startup, our primary goal is to streamline and simplify the car-buying process, making it both swift and automated. With Fuse, an individual can effortlessly navigate through the entire vehicle purchase journey in about an hour. From selecting the ideal vehicle to securing financing, our all-in-one ecosystem enables car shoppers  to complete every step seamlessly, all from a single screen.

Job Overview

We are seeking an experienced Senior Support Specialist to provide exceptional technical support to our clients, assist in resolving software-related issues, and ensure a smooth user experience with our automotive software solutions.

Responsibilities

• Maintain expert-level product knowledge and continuously update internal documentation
• Adhere to company procedures for efficient issue resolution between tiers
• Maintain departmental goals for case resolution times
• Communicate with customers through various channels to provide support and document all case interactions in Salesforce
• Achieve and maintain a client satisfaction score of 4/5 stars
• Contribute to process improvements and the creation of SOPs

Requirements

• Flexibility to work in shifts across different time zones
• 2+ years of experience in a technical support role,in the automotive software industry with strong knowledge of automotive industry processes and terminology
• Excellent problem-solving, troubleshooting, and communication skills
• Proficiency with help desk software and familiarity with CRMs such as Salesforce
• Ability to work independently and as part of a team
• Strong attention to detail and ability to manage multiple tasks simultaneously

Benefits

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth in a dynamic and fast-paced environment. If you are passionate about providing exceptional customer support and have a strong background in the automotive software industry, we'd love to hear from you.

• Medical
• Dental/Vision
• 401K
• Stock Option Grants
• Unlimited PTO