Customer Support Specialist (technical oriented)

As a Customer Support Specialist at OBDeleven, your main responsibilities will involve managing customer inquiries via email and live chat, particularly regarding vehicle diagnostics. You'll be supporting users in English and occasionally in Lithuanian. Additionally, you'll need to gather customer feedback to enhance support processes and provide timely updates to our team to help resolve recurring issues. The role also includes working with data to refine our customer support strategies.

To qualify for the Customer Support Specialist role at OBDeleven, you should have at least one year of experience in customer service or technical support. Excellent written communication skills in both English and Lithuanian are essential. A strong interest in the automotive industry and vehicle diagnostics is a must, as it allows you to better understand and respond to customer needs effectively.

Yes, OBDeleven offers flexible remote work options for Customer Support Specialists. While you will need to work on-site for the first three months of training in our Kaunas office, you can enjoy a hybrid work schedule afterwards. This means you can choose to work remotely for part of the week, enjoying greater flexibility!

At OBDeleven, we emphasize learning and professional development. You’ll receive a 2% gross salary learning budget to use for courses, workshops, or certifications that aid your career growth. Additionally, you’ll enjoy a paid self-learning day each month to freely explore topics of interest, ensuring your continuous learning and development.

Customer Support Specialists at OBDeleven generally work 9 AM to 6 PM or 8 AM to 5 PM, with flexibility to choose specific working days during the week. The role requires working on weekends, but certain setups allow for remote work on those days, creating a balance between work obligations and personal time.

In a fast-paced environment like OBDeleven, prioritizing tasks involves assessing the urgency and complexity of each inquiry. I would categorize the inquiries based on resolution time and customer impact, addressing critical issues first while maintaining communication with all customers regarding their status. Tools like ticketing systems can also help efficiently manage workloads and ensure nothing falls through the cracks.

Certainly! At my previous role, I handled a complaint from a customer who faced issues with a product. I listened attentively to their concerns, empathized with their situation, and provided step-by-step guidance to resolve the issue. I ensured regular follow-ups, which led to the customer not only feeling valued but also becoming a loyal user and providing positive feedback about our service.

I have a profound passion for the automotive industry and enjoy helping people understand and navigate car technologies. Working in customer support for OBDeleven allows me to combine my technical knowledge with my desire to assist others, creating meaningful connections while solving issues that make a tangible difference in customers' experiences with their vehicles.

When faced with demanding customer requests, I remain calm by implementing stress-reduction techniques such as taking deep breaths and refocusing. I also prioritize the requests based on urgency. If necessary, I won't hesitate to reach out to team members for assistance, ensuring that the customer feels supported throughout the process.

I am familiar with several customer support tools, including Intercom, which I understand is used at OBDeleven. I've used ticketing systems and live chat applications, which help streamline communication and provide quick responses to customers, facilitating a seamless support experience. I am also open to learning new technologies as required.

Ensuring customer satisfaction in technical support starts with effective communication — asking probing questions to fully understand the issue at hand. I strive to provide clear and concise solutions, ensuring the customer feels heard throughout the process. I also follow up after resolving a query to ensure they are satisfied with the solution provided, which fosters trust and loyalty.

Continuous learning is crucial in customer support. I regularly seek out feedback from peers and managers and take advantage of available training opportunities to enhance my skills. I also keep myself updated on automotive trends and technology advancements, which not only aids my personal growth but also improves the level of service I provide to customers.

If I encountered a situation where I didn't know the answer to a customer's question, I would communicate that honestly to the customer and assure them that I would find the right information. I'll document their request or issue and escalate it to a knowledgeable team member or conduct research promptly to ensure a proper response is provided in a timely manner, keeping the customer updated throughout the process.

In my previous role, we regularly collected feedback from customers about their support experiences. I took that feedback seriously and collaborated with my team to identify common pain points. For instance, we worked on streamlining our FAQ section based on repetitive queries, which in turn reduced response times and improved overall customer satisfaction.

I adapt my communication style based on the customer's background by being mindful of cultural differences and language proficiency. I use straightforward language, avoid jargon, and actively listen to the customer’s needs. By doing so, I ensure that the communication is effective and that the customer feels comfortable discussing their concerns.