Derive Systems is comprised of three dynamic automotive technology brands that focus on empowering customers to take control of their vehicles. Bully Dog, SCT Performance, and Derive VQ have long histories of developing customized solutions, including over two million successful software installations. Under our Enthusiast brands, Bully Dog is focused on the more performance to handle challenging terrain and heavy payloads and SCT Performance excels in performance and racing by providing performance parts and enhanced calibrations. Under our Enterprise brand, Derive VQ is dedicated to revolutionizing sustainability and safety for fleet management allowing fleet managers to tailor their vehicles for the best performance.
At Derive, Customer Success is the foundation of our company to ensure customer loyalty and the best support in the industry. Our vision is to put smiles on the faces of enthusiasts, and our mission is to genuinely and enthusiastically provide solutions to customers to extract the maximum value from our products while ensuring customer loyalty and experience.
CST's are responsible for answering customer's questions, concerns, troubleshooting issues with devices or software as well as giving customers advice and direction on how to extract the most value out of our products and services.
Location: this position can be based in Florida (hybrid or fully remote) or Idaho (fully remote).
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Interview requests will be sent via email, so please check your inbox.Responsibilities:
- Assists customers via phone, email, online chat.
- Answer support questions related to PCM tuning, Derive products, and connectivity between products and computer hardware as well as explain features of products.
- Determines troubleshooting steps by evaluating and analyzing symptoms, based on the data and documents provided by the customer.
- Remain in assigned queues, undistracted, and focused on the customer.
- Follow specific requirements regarding logging customer interactions in our Customer Relationship Management (CRM) and other software.
- Listens attentively, writes, and maintains detailed notes creating cases for calls, and acquiring all necessary information and files.
Minimum Requirements:
- High school diploma or equivalent
- Excellent Customer Service, phone etiquette, and professionalism
- 1 or more years in customer service and/or call center environment
- Basic computer skills and troubleshooting - including drivers, USB, and internet connectivity
- 30 WPM or higher, ability to actively listen and type key information at the same time
- Ability to clearly communicate verbally and written
- Ability to stay late as needed to clear queue calls
Preferred Requirements:
- 3+ Years in Customer service or call center environments.
- Disciplined and detail oriented
- Automotive Inclined /Automotive Experience /Automotive Background.
- Automotive degree or vocational training.
- Ability to troubleshoot automotive electrical, mechanical, and potential tuning issues.
- Previous experience in the automotive industry.
- Knowledge or experience of automotive ECM tuning, Gas or Diesel.
- Knowledge of Automotive OEM hardware, aftermarket parts.
- 50 WPM or higher
- Ability to work from home and have access to high-speed internet
What We Offer:
- Health insurance - employee portion is 100% company paid for the HDHP
- Dental, Vision, Life, AD&D insurances
- Company paid Short- and Long-Term Disability
- 401(k) with company matching
- Unlimited Paid Time Off (PTO) for exempt and starting at 3 weeks for non-exempt
- Flexible schedule (availability varies by job function)
- Tuition Reimbursement
- Bonus.ly reward opportunities
Other Requirements:
- Interested candidates must submit an application and resume online to be considered. If you need assistance, please visit our careers page for contact information.
- Must be at least 18 years of age.
- Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation.
- Must have unrestricted work authorization or be able to provide proof of authorization to work in the United States. We utilize E-Verify.
- Must be willing to execute Derive's Confidentially and Covenant Agreement, which may require, among other things, post-employment obligations relating to non-solicitation, confidentiality, and non-disclosure. If you are contacted for a role at Derive and wish to review a copy of the Confidentiality and Covenant Agreement prior to receiving an offer, you may request a copy from Human Resources.
This position is eligible to participate in a bonus plan, medical, dental, disability, unlimited paid time off, and 401(K) plans.
Derive Systems provides equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local laws.
Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Derive Systems, Inc and all affiliated companies. Derive Systems, Inc and its approved recruitment consultants will never ask you for a fee to process or consider your application. Anyone who demands such a fee is not an authorized Derive representative and you are strongly advised to refuse any such demand. If you need an accommodation for a disability during the application and interview processes, please visit our careers page for contact information.
