Customer Support Specialist

About the role

Summary: Answer incoming calls from auctions and dealers who subscribe to AuctionACCESS. Provide exceptional service on routine matters. Answer 25+ calls per day and maintain appropriate system notes and documentation. Process and verify data from dealers and auctions.

Responsibilities

• Process data/images with high quality, authenticity, and legality, meeting performance standard of 2 business days turnaround and 25+ calls per day
• Monitor quality of documents and enter missing information into the AuctionACCESS system
• Assist customers and answer questions about the system, including routine and non-standard questions
• Escalate issues and inform Team Leader and/or Manager about problems, software bugs, and needs for enhancements
• Use phone tracking software to manage calls and log activity – note caller information and progress on issues
• Serve as first line contact for troubleshooting problems with hardware
• Work with co-workers – backup others and troubleshoot problems