Customer Care Specialist II (Onsite: Irmo, South Carolina)

Vitu • Irmo, SC

12d • Onsite

About The Position

The Customer Care Specialist II helps customers through an outbound call queue, support ticketing systems, and established customer engagement channels. The role develops and maintains positive customer relationships and responds to inquiries about company products, features, and services. The specialist addresses fulfillment, billing, account management, technical, and configuration issues, escalating complex, unexpected, or recurring issues to internal experts as needed to support prompt and effective resolution. The position is onsite in Irmo, South Carolina.

Requirements

• At least 3 years of experience in Client Services, Support, or related functions in the technology or software industry.
• Strong technical skills, including Microsoft Office and Salesforce.com or similar CRM and contact center software.
• High school diploma or GED and 3 years of customer-service-related experience; alternatively, any degree or certification beyond a high school diploma/GED with up to 1 year of experience; or 5 years of customer-service-related experience.

Nice To Haves

• Automotive industry software support experience.
• Contact Center Operations experience, including telecom, workforce management, forecasting, or call monitoring.

Responsibilities

• Receive and respond to customer requests through the outbound call queue and support ticketing systems.
• Ask questions and actively listen to understand customer issues, demonstrating respect and concern.
• Provide Tier 1 support, troubleshoot, and resolve standard and recurring issues with customer configurations.
• Provide one-on-one training to new or existing customers as needed while handling support issues.
• Use appropriate security tools or processes, such as PINs and identifying information, to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams and follow up with customers to resolve issues satisfactorily.
• Respond to customer inquiries received by telephone or online.
• Determine the source of problems, such as hardware, software, or user access, and resolve issues where possible.
• Refer difficult or complex issues to internal technical experts or management.
• Follow up with customers about issue status and resolution to support ongoing satisfaction.

Benefits

• Medical, dental, and vision coverage for employees and their families.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Generous paid time off.
• Pet insurance.
• Retirement planning.
• ID theft insurance.
• Life and disability insurance.
• Commuter benefits.
• Accident, hospital, and critical illness insurance.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED