Tier 1 Customer Support - Trailguide

As a Customer Support Representative for an innovative, All-American electric vehicle startup, you’ll create the initial personal interaction customers have with the company, setting the tone for their perception and expectations of their future interactions and experience. You’ll be asked to own each customer inquiry from start to finish, ensuring that every interaction leaves the customer feeling valued, understood, supported, and confident in their choice to trust the brand. All of this should lead to deeper loyalty and customer retention, as well.

Your day-to-day role will consist of guiding customers transparently through questions they may have about our company, products, systems, and processes, providing technical support for our website, app, and in-car software, and troubleshooting issues that they may be having. In addition, you will work with teams outside of Support to resolve issues that may need additional assistance, acting as the bridge for the customer as we navigate a resolution. You will address all these situations with clarity and empathy, aligning yourself with the customer’s needs to convey complex information in an accessible way that empowers them.

This is an exciting opportunity to help shape the future of Support at a brand-new company, delivering on outstanding experiences so that customers can get back to their vehicles and their next outdoor adventure!

Requirements

Required Skills/Experience:

• 1-3 years of customer support/technical support experience
• Utilizes curiosity to identify challenges and develop creative solutions
• Excellent verbal and written communication skills
• Strong active listening abilities
• Conversational & natural connection-builder with customers
• Ability to empathize with customers and convey understanding
• Problem-solving skills and ability to think on your feet
• Patience and professionalism with difficult customer situations
• Troubleshooting experience in a highly technical environment
• Ability to work independently and as part of a team
• Strong time management and multitasking skills
• Willingness to learn and adapt to new tools and technologies
• Proficiency in basic computer and typing skills
• Experience using customer support/relationship management software or similar systems

• Automotive customer support/service/success experience
• Technology customer support/success experience (phones, computers, etc.)
• Passion for automotive topics and/or electric vehicles

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.