Customer Support Specialist II (Remote)

Customer Support Specialist II (Remote)

Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

The Customer Support Specialist helps customers via an inbound call queue, support ticketing systems, and/or through established customer engagement. Develops and maintains positive relations with customers. Responds to customer inquiries regarding company products, features, and/or services. Addresses fulfillment, billing, account management, technical, and configuration issues. Refers complex, unexpected, or recurring issues to internal experts as required to ensure prompt and effective resolution

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

• Receive and respond to customer requests via the inbound call queue and support ticketing systems.

• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.

• Provide Tier 1 & Tier 2 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic DMV questions about the solution.

• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.

• Apply appropriate internal and security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.

• Document customer inquiries, status, and resolution.

• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

• Take on special projects assigned by Manager

• Primary schedule will be either 9:00 AM to 6:00 PM ET or 10:00 AM to 7:00 PM ET, Monday - Friday. There may be occasions that require overtime, evening, holiday, or weekend shifts.  Will be required to work a Saturday or a Sunday once or twice a month, in exchange for a weekday off during the week.

Qualifications and Experience

• 5 years' of experience in a Department of Motor Vehicles (DMV), dealership registration and titling, vehicle registration services, or a related automotive technology or software environment. 

• 5 years' experience in Client Services, Customer Support, Customer Service, Call Center or related functions in the technology or software industry.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.

• Proven customer support or client service experience.

• Strong phone and email contact handling skills and active listening.

• Familiarity with CRM systems (HubSpot) and practices, preferred. 

• Customer orientation and ability to adapt/respond to different types of personalities.

• Excellent communication and problem-solving skills.

• Ability to multitask, prioritize, and manage time effectively.

• Experience in title, registration, MVA, or dealerships preferred. 
  

Preferred Qualifications

• Strong Automotive industry software support experience
  

• Contact Center Operations experience (GoTo Connect, Jira, HubSpot, Slack, Gmail, Billing, Back Office, call monitoring, etc.)
  

Compensation 

The hourly rate range for this position is: $17.50 - $23.00

The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills.

At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered. We have an Employee first culture and foster a collaborative environment where innovation, creativity, diverse ideas and opinions are valued. We value each team member and ensure they have the opportunity to grow and contribute to the success of our organization. 

At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including -  

• Healthcare Coverage for you and your family covering Medical, Dental & Vision

• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)

• Generous PTO

• Pet Insurance

• Retirement Planning

• ID Theft Insurance

• Life and Disability Insurance

• Commuter Benefits

• Accident & Hospital, Critical Illness Insurance

• Tuition Reimbursement

Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment. We are committed to providing an environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, ethnicity, national origin or ancestry, disability, marital status, veteran status or any other category protected by applicable federal, state or local law. Vitu is committed to providing reasonable accommodations when requested by an applicant or employee with disabilities, unless such accommodations would cause undue hardship.