Chat Support Agent – Hybrid (Smyrna, TN)

About the role

Epitec is hiring a Chat Support Agent for a major automotive client. The role provides real‑time chat assistance to dealership service, parts and warranty departments in a hybrid environment (on‑site Mon‑Thu, remote Fri). It is ideal for candidates with strong written communication and multitasking abilities.

Key responsibilities

• Provide help‑desk support via chat for vehicle maintenance, service, and repair inquiries.
• Document cases, search databases, update records, and close completed cases.
• Analyze issues from the customer’s perspective and recommend effective solutions.
• Collaborate with multiple departments and affiliates to meet reporting requirements.
• Navigate service manuals, research TechLine cases, and use tools such as ASIST and internal knowledge systems.
• Support LenZ platform activities, including onboarding dealers and resolving platform issues.
• Create PowerPoint presentations and Excel reports for leadership.
• Generate and monitor Salesforce reports and dashboards.
• Conduct outbound calls and initiate remote TechLink sessions for technical assistance.
• Prepare meeting materials, scheduling, and logistics for training courses and special events.
• Research and develop Tech Alerts to improve technician awareness.

Required profile

• 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).
• Willingness to learn new systems such as CONSULT, Webex, ASIST, Electronic Parts Catalog, and NNAnet.
• Strong written communication skills and ability to multitask across multiple conversations.
• Ability to work onsite in Smyrna, TN.
• Preferred: automotive service or parts experience, IT experience, live‑chat or call‑center background, CRM or ticketing system experience, strong problem‑solving skills.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Salesforce (reports and dashboards)
• ASIST
• Webex
• CONSULT
• Electronic Parts Catalog
• NNAnet
• TechLink

What we offer

• Hourly rate of $25.00
• Medical benefits and paid time off
• Hybrid work schedule (Mon‑Thu onsite, Fri remote)
• Long‑term W2 contract