Customer Service Office/Team Lead

Job Summary:

The Customer Service Representative will serve as the front-line support for clients using our smart parking solutions. This role is critical in ensuring customer satisfaction, resolving technical issues promptly, and maintaining strong relationships with parking operators and end-users. The position requires excellent communication skills, technical aptitude, and a dedication to delivering exceptional service experiences.

Key Responsibilities:

• Serve as the primary point of contact for client inquiries via phone, email, and live chat regarding our parking management systems
• Troubleshoot and resolve technical issues with parking hardware and software, including payment kiosks, gate systems, and mobile applications
• Process and track support tickets in our customer relationship management (CRM) system
• Follow up with clients to ensure complete resolution of issues and high satisfaction levels
• Document common problems and solutions to enhance our knowledge base
• Coordinate with technical teams for escalated issues requiring advanced support
• Assist clients with system navigation, feature utilization, and basic configuration changes
• Conduct remote training sessions for new clients on how to use our parking management software
• Gather and relay customer feedback to product development teams
• Maintain detailed records of all customer interactions and support requests
• Generate regular reports on support metrics, including resolution times and satisfaction ratings
• Identify opportunities for service improvements and upselling appropriate solutions

This role bridges the gap between our technical solutions and the everyday needs of our parking operator clients, ensuring they can maximize the value of our smart parking systems.


Required Qualifications:

• High school diploma or equivalent; Associate's degree preferred
• Minimum 1-2 years of customer service experience, preferably in a technical support environment
• Strong computer literacy and ability to navigate multiple software applications simultaneously
• Excellent verbal and written communication skills
• Basic troubleshooting abilities and aptitude for learning technical systems
• Detail-oriented with strong documentation skills
• Ability to remain calm and professional when dealing with frustrated customers
• Experience using CRM or ticket management systems
• Proficiency with Microsoft Office Suite (particularly Excel and Outlook)