Front Desk Support Agent

| Chicago

Front Desk Support works hand-in-hand with our Programming Support Team to ensure that our clients get the answers and information they need if an issue occurs with their website. As the bridge between the Support Team members and all participants of an issue, this role involves being available for calls and knowledge of our website processes. Another main goal of a Front Desk Support Agent is to help keep the Support Team organized and proactive.

 

Our agents are committed to providing excellent customer service while maintaining a fun and collaborative environment. They work extensively inside our CRM system, providing our clients with frequent follow-ups regarding on-going issues while also helping the Support Manager directly manage the Support Team's workload.

 

Qualifications:

  • Must be self-motivated, possess a strong work ethic, willingness to learn, as well as the ability to multi-task and prioritize in a fast-paced environment
  • Must have outstanding written and verbal communication skills
  • Must be detail oriented, organized, and resourceful
  • Must have a sense of urgency 

Responsibilities:

  • Proactively manage client relationships to ensure the highest levels of support and service
  • The ability to analyze, learn, understand, and address support related website issues
  • Answering the support line professionally in a timely manner
  • Dispatching support tickets to the appropriate individuals
  • Review and update the status of pending support tickets
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • HTML5Languages
    • CSS3Languages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • CodeIgniterFrameworks
    • LaravelFrameworks
    • ZendFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics

Location

Beautiful Lisle office with views of the Morton Arboretum conveniently located in the western suburbs of Chicago with easy access to major highways.

An Insider's view of Dealer eProcess

How would you describe the company’s work-life balance?

Overall the vibe here in the office is pretty laid back -- a balance of fun and serious when we need to get things done! Plenty of laughter and friendships too.

Emily Krotiak

Support Help Desk Team Lead

What projects are you most excited about?

Since taking on a role of team lead the projects I've worked on have been all been interesting and challenging in their own ways. Creating brand new product/features gives a different feeling of ownership having built them from the ground up.

Paul Boyle

Lead Web Developer

How has your career grown since starting at the company?

I started as an enthusiastic but inexperienced developer looking to expand my knowledge and practical application as a programmer. Thanks to great training and a collaborative atmosphere I was able to share my ideas and progress from a Support Developer all the way to the Development Team in just one year.

Brandon Morrison

Web Developer

What unique initiatives do you have that encourage innovation?

We are currently working on various campaigns to build the overall customer experience for our dealers. They should feel welcomed and in the loop during all stages of their partnership with DEP. A few ways we plan to execute this include video updates from the DEP team members handling their account and celebrations when future milestones are met.

Samantha Zabedny

Training and Implementation Manager

What makes someone successful on your team?

A successful Account Executive maintains a consistent line of communication with their clients, providing timely information via phone and email as needed.

Kelly Seymour

Account Executive

What are Dealer eProcess Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Acme Co. provides employees with a 401(k) matching plan managed by [provider]. We match 5% of contributions up to 4% of an employee's annual gross pay.
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Acme Co. hosts company outings Annually.
Game Room
Our game room includes Ping Pong, Pool Table.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses.
Cross functional training encouraged
Promote from within
Time allotted for learning
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