Solutions Engineer

The Solutions Engineer position at CARS is responsible for providing first-level contact support to customers. They utilize their curiosity and technical knowledge to understand customer inquiries and provide appropriate solutions. The role requires developing positive relationships with customers and internal partners, as well as effectively communicating through various channels. The Solutions Engineer should be comfortable working in a high-volume contact center environment and have a strong interest in software, retailing, and marketing-based service solutions for the automotive industry.

• Intake technical product support requests from customers through various channels (phone calls, email, chat, web forums)
• Follow up and resolve customer requests and open cases for product support
• Resolve customer inquiries related to services or technology
• Troubleshoot complex product-related issues
• Escalate more complex issues to higher-level support teams and/or management
• De-escalate customers as needed
• Provide quality service to customers in accordance with department guidelines and policies
• Handle a high volume of support related inquiries with professionalism in verbal and written communication
• Quickly recognize and determine the cause of a problem, take appropriate action, and follow up
• Present information in a clear and understandable manner
• Actively listen and provide support by questioning through curiosity to understand customer needs
• Familiarity with internet browsers, phone lines, and basic email functionality
• Quickly learn technical products and functions in the automotive industry
• Develop rapport with colleagues and customers, adjusting to different communication styles
• Comfortably diffuse high-tension situations
• Multi-task and use time effectively and efficiently
• Work with various web platforms, including WordPress
• Embrace change and adapt in a fast-paced, evolving industry
• Work defined shifts as determined by leadership, including weekends and/or later shifts as assigned

• High School Diploma (or equivalent experience)
• One (1) year of customer service or call center experience
• Experience with Salesforce, Wordpress and/or Slack a plus
• Experience in a support or service role within the Automotive, SaaS or MarTech industries a plus
• Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
• Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
• Ability to present information in a clear and understandable manner
• Ability to actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs
• Familiar with internet browsers and settings, managing phone lines and basic e-mail functionality
• Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry
• Ability to quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers.
• Ability to diffuse high-tension situations comfortably
• Ability to multi-task and use time effectively and efficiently
• Ability to work with various web platforms, including Word Press
• Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
• Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned

• Medical, Dental & Vision Healthcare Plans
• 401(k) with Company Match + Immediate Vesting
• New Hire Stipend for Home Office Set-Up
• Employee Stock Purchase Program
• Generous PTO
• Refuel - a service based recognition program where employees receive additional paid time away to learn, grow, and reset
• Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day
• Equal opportunity employer that values diversity