Job Title
Chat Support Agent
Location
Smyrna, TN 37167, United States
Work Environment
Fully Onsite
Shift
7:00 AM – 4:00 PM
Employment Type
W2 Contract: Long-Term
Pay Range
$25.00/hour
Benefits
Medical Benefits & PTO Included
Position Overview
Epitec is seeking to hire a Chat Support Agent for a major automotive client. This role supports real-time customer interactions in a fast-paced, onsite environment and is ideal for candidates with strong written communication and multitasking skills.
Key Responsibilities
- Provide help desk support via chat to dealership service, parts, and warranty departments regarding vehicle maintenance, service, and repair inquiries
- Deliver support aligned with brand values, profitability, and cost-efficiency goals
- Document all cases, search databases for related issues, update records, and close completed cases
- Analyze issues from the customer’s perspective and recommend effective solutions
- Provide feedback from dealership technicians to internal automotive teams
- Collaborate cross-functionally with multiple departments and affiliates to meet reporting requirements
- Navigate service manuals, research TechLine cases, and utilize tools such as ASIST and internal knowledge systems
- Support LenZ platform activities including onboarding dealers, managing accounts, guiding users, and resolving platform issues
- Create PowerPoint presentations and Excel reports for leadership
- Complete support tasks and assist team members as needed
- Create and monitor Salesforce reports and dashboards
- Conduct outbound calls to dealerships to provide non-diagnostic technical assistance
- Initiate remote TechLink sessions to assist dealerships with PC and technical issues
- Prepare meeting materials, scheduling, and logistics for training courses and special events (including PEEK training)
- Research and develop Tech Alerts to share knowledge and improve technician awareness
- Perform additional duties as needed to support team and business objectives
Required Qualifications
- Minimum 2+ years of customer or chat support experience
- Typing speed of at least 40 WPM
- Ability to prioritize and complete multiple, time-sensitive tasks
- Basic knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Ability and willingness to learn new systems such as CONSULT, Webex, ASIST, Electronic Parts Catalog, and NNAnet
- Strong written communication skills
- Ability to multitask across multiple conversations
- Ability to work onsite in Smyrna, TN
Preferred Qualifications
- Previous automotive service or parts experience
- IT experience preferred
- Experience in live chat or call center environment
- Experience with CRM or ticketing systems
- Strong problem-solving skills
Education Requirements
- High school diploma required
- Associate (AA) degree preferred
- Equivalent related coursework, training, or certifications will be considered
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