Tier 1 Technical Support Specialist

At Portfolio/Global, we pride ourselves on our responsive, innovative, efficient, and sincere service standards (R.I.S.E).

We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the customer service process.

In addition to offering a hybrid work schedule, Portfolio/Global offers a comprehensive benefits package:

• Paid Company Holidays
• Paid Time Off, including Flex Time (40 Hours of additional Paid Time Off) and Volunteer Time.
• Health/Dental, Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Referral Bonus
• 401(k)
• Additional associate perks

If you're ready to be part of a dynamic team that values integrity and excellence, apply today and help us redefine the customer service experience! Join Our Team at Portfolio/Global!

• Applicants with Tier 1 Technical Support experience will be considered for interview. 
• Client based system troubleshooting/dashboard walk-throughs/reporting experience is a PLUS!
• Applicants that have professional working knowledge with the HubSpot CRM Communication Tool is a PLUS!
• Technical and mathematical like-minded applicants will be considered for interview.
• Automotive Dealership, Third- Party Customer Service experience is ideal, however not required.

Compensation:

• Starting range of pay: $50K+ Annually; commensurate with experience and background. Comprehensive Benefits Package!

Work schedule:

• Schedule: Monday-Friday, 9:00 am - 5:00 pm EST (flexible to accommodate standard business hours) 
• Hybrid Schedule: Once training is complete, your supervisor will provide your hybrid schedule. Our office is located in Mansfield, Massachusetts. 

Job Summary & Objective: 

The Tier 1 Technical Support Specialist (Customer Support Specialist) will provide support for all functions within the Customer Support department, with a primary focus on contract administration assistance, troubleshooting reported issues, and carrying out the various requests sent into Global support. Candidates work with the entire Global staff to ensure the success of Global’s clients with professionalism and enthusiasm, and are the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to Contract Administration and support while maintaining the company’s philosophies and principles.

Essential Functions:  

• To be the Global SME in ALL environments that pertain to the role and responsibilities.
• Takes the initiative to formally document relevant processes and updates on a regular basis.
• Regularly communicates in a professional, friendly manner and proactively and consistently follows up with a sense of urgency on open items. 
• Takes ownership of incoming support tickets via the CRM platform, responding to all assigned tickets with a sense of urgency and professionalism.
• Provides assistance to all team members when needed.
• Takes incoming calls from account executives, agents, dealers, lenders, and customers, providing problem resolution and assistance with any and all needs. 
• Complete contract administration tasks as requested, such as Contract Entry, Voids, cancels, rerates, customer information updates, etc.
• Process and complete contract and claim data feed imports, creating new upload templates as necessary to carry out tasks.
• Make appropriate dealer information updates and changes in the system and obtain proper documentation, and disseminate to all departments.
• Responsible for all new user setups for both our Dealer Portal and Agent Portal environments, followed by training new users on the portal(s) they will be utilizing.
• Maintain desk area by making sure that everything is organized, neat, clean, and all files and paperwork with personally identifiable information are properly filed in accordance with WISP.
• Consistently works towards providing a wow customer experience in support of the company's mission. 
• Takes ownership of changes and is personally responsible for managing change in an upbeat, positive manner.
• Other Job Duties as assigned. 

Education and Qualification Requirements:

• High School diploma or equivalent. 
• 1+ years’ experience in an automotive sales or administration-related environment or 2+ years’ experience in a customer support role.
• Proficient in Microsoft Office products such as Outlook, Word, Excel, Teams, and PowerPoint
• Ability to learn and utilize proprietary software and navigate databases
• Willingness to work beyond normal scheduled hours, as necessary
• Excellent customer service skills.
• A strong sense of urgency and a desire to succeed.
• Strong analytical and problem-solving skills
• Well-developed organizational skills and ability to successfully manage multiple issues and demands.
• Ability to keep up with high demands with a positive attitude.
• Ability to think independently and provide useful and constructive feedback.
• Preferred experience in a call center environment utilizing a phone system. 
• Preferred experience with a CRM Tool or Salesforce.
• Ability to review and verify binding agreements for accuracy.

Preferred Requirements:

• Ability to work in a fast-paced environment.
• Ability to communicate and work with a diverse team.
• Solution-minded 
• Excellent communication skills, both verbal and written.
• Driven by integrity. 
• Self-motivator – Initiative-taker.

Work Environment and Physical Requirements: 

• Normal office environment.
• Ability to frequently sit for extended periods of time.
• Ability to occasionally walk, stand, reach with hands and arms, stoop, kneel, or crouch.
• Ability to spend extended hours in front of a computer screen and use close vision, distant vision, and depth perception.
• Ability to lift at least twenty pounds.