Tech Support Specialist I

Overview

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning, e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we’ve been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler’s in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5’s catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

Under the direction of the Merchant & Customer Operations leadership team, the Tech Support Specialist I aids our customers through their automotive accessories pre-purchasing & post-purchasing experience. This position is essential in assisting with and mitigating customer returns through troubleshooting, product education, vendor outreach and issue resolution.  

Year 1 is going to be about:

• Manage inbound and outbound customer and vendor interactions (calls, texts, emails, chats) to answer general product questions, resolve product related issues, and mitigate returns by providing alternative solutions when possible. 
• Coordinate with vendors and manufacturers to resolve technical issues/questions, shipment of missing parts, and other product related problems. 
• Utilize internal and external vendor portals to process and manage orders, returns, hardware requests, cancellations, and other customer inquiries efficiently and effectively.  
• Answer technical questions for both internal representatives & customers, providing purchasing suggestions or comparable alternative products when necessary. 
• Provide technical support and product education to customers and internal representatives, leveraging product knowledge, hands-on experience, or by exploring other available online resources (product pages, forums, articles, videos, etc.). 
• Address escalated customer concerns related to products installation, vehicle compatibility and functionality. 
• Build strong customer and vendor relationships, while also ensuring professional, efficient handling of all internal and external interactions. 
• Meet performance expectations for return mitigation rate, customer and vendor contact goals, ticket SLA adherence for first response and resolution timelines. 
• Monitor and report any recurring trends or problems to leadership. 
• Participates in special projects and performs other duties as assigned by management. 

We can’t skip over some of the specific skills and experience we know are a “must” to be successful.  So, we need you to have:

• General automotive knowledge, including understanding of automotive parts and accessories in most, if not all, supported vehicles. 
• High school diploma or an equivalent combination of education and experience. 
• Ability to maintain professionalism and use tact when dealing with difficult customers. 
• Upon hire, successful completion of the Turn5 new hire training program. 
• Proficiency in computer keyboarding and internet skills -i.e., Microsoft Outlook, Excel, etc. 
• Bi-lingual a plus.