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Automotive Support Specialist

About the Technical Support Specialist

​Onyx Enterprises is looking for a Technical Support Specialist in our Cranbury, NJ office!  The Technical Support Specialist is responsible for delivering best in class service by interacting with internal agents and external customers via phone and e-mail.  They are the field experts in the eyes of our customers and therefore need to make a great first impression.  They need to lead customers by effectively listening, understanding the reason for inquiry, providing technical assistance, setting customer expectations, and assisting the Sales and Customer Care Representatives in proposing options for resolution which are in the best interest of the customer, our vendors, and ONYX.

 

Responsibilities of Technical Support Specialist:

  • Provide a 'WOW' customer experience on each and every interaction whether with a customer, vendor, or co-worker (phone, e-mail, and/or chat)
  • Assist customers by effectively listening, understanding the reason for inquiry, providing technical assistance, setting customer expectations, and assisting the Sales or Customer Care Representatives in proposing options for resolution which are in the best interest of the customer, our vendors, and ONYX
  • Handles high volume of incoming conference calls or e-mails from both Sales and Customer Care Representatives with enthusiasm and courtesy
  • Continually master product knowledge to deliver the Onyx triangle--both through independent research and company provided training
  • Accurately record all customer interactions
  • Meet or exceed ONYX performance metrics (QA & Production)
  • Report problems and identify any flaws or overall business improvement (Include data and specifics) 
  • Thoroughly and accurately answer all customer inquiries -- do whatever it takes to provide the customer with the correct information
  • Treat both the customer and vendor with the utmost respect, enthusiasm, and courtesy
  • Look for ways to continually improve the business, our processes, and overall Customer Experience
  • Follow-up on all tickets and complete within the set time frames
  • Discuss resolutions offered by explaining their benefits; employ professional service, and ensure customer satisfaction by properly setting the customers expectation
  • Possess full command of product knowledge, customer service skills, system and internet navigation and executing company procedures
  • Assist team members by sharing technical knowledge and supporting team efforts
  • Other duties as assigned by management

 

Qualifications of Technical Support Specialist:

  • 5 years' experience in automotive technology (direct to the consumer), preferably within a call center environment
  • Minimum 3 years' customer service in the automotive industry
  • ASE Certifications a plus
  • Excellent communication skills with emphasis on listening and using a clear speaking voice
  • Must be patient and enjoy working with people, be customer focused
  • Must be team oriented and work well with others
  • Outstanding typing and computer skills (MS Outlook, Word, Excel)
  • Knowledge of and willingness to learn aftermarket auto parts and accessories
  • Ability to work evenings, weekends, and some holidays
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