Turn5, Inc. · 6 days ago
Tech Support Specialist I
Paoli, PA
Full-time
Onsite
New Grad, Entry LevelTurn5, Inc. is one of the largest e-commerce retailers in the Greater Philadelphia area, known for its award-winning platforms. The Tech Support Specialist I role involves assisting customers with their automotive accessories experience, managing inquiries, troubleshooting issues, and coordinating with vendors to resolve product-related concerns.
E-Commerce
Responsibilities
Manage inbound and outbound customer and vendor interactions (calls, texts, emails, chats) to answer general product questions, resolve product related issues, and mitigate returns by providing alternative solutions when possible
Coordinate with vendors and manufacturers to resolve technical issues/questions, shipment of missing parts, and other product related problems
Utilize internal and external vendor portals to process and manage orders, returns, hardware requests, cancellations, and other customer inquiries efficiently and effectively
Answer technical questions for both internal representatives & customers, providing purchasing suggestions or comparable alternative products when necessary
Provide technical support and product education to customers and internal representatives, leveraging product knowledge, hands-on experience, or by exploring other available online resources (product pages, forums, articles, videos, etc.)
Address escalated customer concerns related to products installation, vehicle compatibility and functionality
Build strong customer and vendor relationships, while also ensuring professional, efficient handling of all internal and external interactions
Meet performance expectations for return mitigation rate, customer and vendor contact goals, ticket SLA adherence for first response and resolution timelines
Monitor and report any recurring trends or problems to leadership
Participates in special projects and performs other duties as assigned by management
Qualification
Required
General automotive knowledge, including understanding of automotive parts and accessories in most, if not all, supported vehicles
High school diploma or an equivalent combination of education and experience
Ability to maintain professionalism and use tact when dealing with difficult customers
Upon hire, successful completion of the Turn5 new hire training program
Proficiency in computer keyboarding and internet skills -i.e., Microsoft Outlook, Excel, etc
Preferred
Bi-lingual a plus
Company
Turn5, Inc.
Located on their corporate campus in Paoli, PA, Turn5, Inc. is an e-commerce business specializing in the aftermarket auto parts industry.
Founded in 2001
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$0.61M2017-04-03Grant· $0.61M
Leadership Team
Brian Nelson
Chief Financial Officer
Glen Castle
Marketing Partner
Company data provided by crunchbase