Dealer Spike LLC

• Retain customers and revenue through phone and email support • Respond to customer inquiries and challenges • Work with Production to move customers through the implementation process • Work with Billing to answer customer inquiries about pricing • Mark customers Cancelled or Saved in the system • Organize and request credits/refunds when appropriate

• Provide technical support to all customers using a ticket-based case tracking system and knowledge base • Maintain, update, and implement changes to client websites • Handle customer requests via chat, email, and inbound/outbound calls • Solve customer problems in a reasonable time frame • Provide education/coaching to customers and co-workers • Participate in training sessions on new web technologies and product features • Create content for the Dealer Spike Knowledge Base • Work with peers and supervisors to resolve low-level escalations • Deliver a technical support experience that delights customers

• Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support. • Take customer calls, emails and chats as assigned and respond to customer requests in a timely and accurate manner. • Participate in after-hours on-call rotation as needed. • Manage (triage) incoming requests from both internal and external parties. • Effectively troubleshoot requests that are unclear or do not include enough details. • Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work. • Initiate, update, track and close tickets through work order system within standard timelines. • Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures. • Recognize, document and alert the supervisor of trends in customer calls and issues. • Recommend process improvements. • Perform additional responsibilities as assigned.