17 days old
2018-02-072018-03-09

Customer Support Supervisor

Dominion Enterprise
Beverly, MA

Opportunity Alert! DataOne Software (www.dataonesoftware.com), a Dominion Enterprises company seeks to hire a talented and highly motivated Customer Support Supervisor. The Customer Support Supervisor position is based in Beverly, MA and will focus on creating an exceptional customer experience and helping our customers to succeed.

Job Description Overview: The Customer Support Supervisor is the customer’s champion within DataOne and is responsible for maintaining high levels of satisfaction throughout the customer lifecycle. The Customer Support Supervisor will have ownership of incoming customer service and technical support issues, involvement in pre- and post-sales activities and will direct customer support activities. In addition, this position will also contribute strategically to the direction of the customer support department.

 

Responsibilities include:

  • Oversee and take an active lead in account support and management
  • Involvement in all stages of the account lifecycle
  • Work with Sales to oversee onboarding new customers
  • Work with customers to assist in the successful integration of products and services
  • Customer education and training
  • Manage customer and technical support issues with our software and data products
  • Communicate with customers to address concerns and resolve issues
  • Work with internal Data and Development Teams to determine root cause of any issues
  • Report to management trends and feature requests based on customer feedback
  • Work with marketing on customer outreach initiatives and outbound communications

     

    The position breaks down into roughly the following general activities:

    - 30% Customer Service and Technical Support

    - 25% Department Oversight and Special Projects

    - 20% Sales Support and Onboarding

    - 15% Customer Education and Training

    - 10% Customer Outreach/Outbound Communications

    Required Skills:

     

    • 1-3 years of experience supporting a technical product line (SaaS, Database, API’s)
    • Experience within the automotive industry preferred
    • Excellent troubleshooting abilities
    • Excellent communication skills
    • Ability to understand and effectively communicate (verbally and written) ideas and concepts
    • Ability to communicate and respond to technical requests and questions
    • Good basic familiarity with databases, web services, and technology
    • Professional written communication skills including:
      • Responses to customers and management
      • Creation of reports
      • Typing speed of 40 accurate words per minute
        • Ability to deal tactfully with customers in high-pressure situations
        • Proficient with ZenDesk and Salesforce is a plus. (Or similar support focused CRM)
        • Excellent time management and organization

          Required Attributes

          Successful candidates for this role will thrive in a positive atmosphere, where they have the freedom and support to grow and reach their potential. They will enjoy having the autonomy to operate independently and also work with other departments on projects. In addition, they will be a great listener that gets satisfaction from solving problems and being the \"go-to\" person that our customers trust and depend on.

          Education

          - Bachelor’s degree is preferred.

          \u200B

          About DataOne Software:

          For over a decade DataOne Software, a Dominion Enterprises Company, has been creating innovative data and software products that are utilized across the automotive industry. We are committed to providing a best in class product experience to our customers. Our solutions are used to market, sell, manage and service millions of vehicles throughout North America. Our passion for our products is equaled by our commitment to making DataOne a great place for our employees to work. We like to think of our corporate culture as offering the best of both worlds, with the positive, can-do approach of a profitable, fast growing business combined with the backing and security of a large corporate presence. We take pride in maintaining a dynamic and collaborative work environment where employees can thrive, impact our business and realize their potential. 

          About Dominion Enterprises:

          Dominion Enterprises is a leading online marketing and software services company offering client solutions across multiple targeted business verticals.  Our widely recognized B2C web and mobile portals, including ForRent.com, Homes.com, and CycleTrader.com, generate nearly 30 million unique visits monthly. Our B2B cloud SaaS solutions directly support clients in establishing their online and mobile brands, generating leads, and managing customer relationships.  Dominion Enterprises has more than 40 businesses and 3,000 employees in our Norfolk, Va. home office, and across the U.S. We offer a dynamic environment, excellent growth opportunities, competitive earnings and a comprehensive benefits package that includes a generous 401(k). Dominion Enterprises is an equal opportunity employer and supports a diverse workforce. Dominion is a drug-testing employer.

           

Categories

  • Automotive
  • Customer Service
  • Marketing
  • Sales / Business Development

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Customer Support Supervisor

Dominion Enterprise
Beverly, MA

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Dominion Enterprise
Beverly, MA
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