Support Administrator

The Administrative Specialist is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Tire Profiles’ team.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Deep understanding of our products, offering and best practices to support and meet client objectives
  • Lead day-to-day relationships and all phases of direct and programmatic campaign life cycle, inclusive of brand strategy, kick off calls, tag + asset collection, creative development, performance reporting, troubleshooting and delivery
  • Provide best-in-class client service to cultivate relationships to maximize client satisfaction, retention and growth
  • Identify client needs and implement strategic solutions to help drive partnership
  • Collaborate with internal cross-functional teams; sales, operations, product and finance to ensure customer satisfaction is met
  • Analyze and deliver reporting, insights and results to clients
  • Identify and generate client outreach for incremental, upsell and renewal opportunities
  • First responder to direct and programmatic customer troubleshooting before routing for escalation
  • Funnel demand-side to internal teams to ensure TPI is well positioned to grow and retain business
  • Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
  • Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  • Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
  • Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
  • Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
  • Attends training sessions on new equipment, software, platforms, and other products; assists with development of user manuals and similar documentation for these products.
  • As experience increases, provides training on hardware and software use to end users.
  • As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
  • Performs other related duties as assigned.

Competencies

  • Excellent verbal and written communication skills.
  • Extensive knowledge of customer service procedures and principles.
  • Organized with attention to detail.
  • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
  • Problem Solving/Analysis
  • Technical Capacity.
  • Ability to use Microsoft Word, Excel, Outlook and Dynamics
  • Time Management.
  • Professionalism

Job Type: Full-time

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