Customer Support Specialist I (Remote)

About the role

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact. 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, responding to 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 to ensure prompt and effective resolution.

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 support, solving standard and recurring issues with the customer's configuration such as password resets or answering basic 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.

Requirements

• 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 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.
• Technical support experience is preferred.

Schedule

Primary schedule will be either 8:00 AM to 5:00 PM ET or 9:00 AM to 6:00 PM ET, Monday - Friday. There may be occasions that require overtime, evening, holiday, or weekend shifts.

Pay

Pay range for this role will be hourly at: $19.00-$21.00.

Benefits

• 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.