Customer Support Representative/Virtual Assistant

About Us:
DriveView is a fast-growing company specializing in car infotainment and technology products. Our mission is to help drivers upgrade their vehicles with modern tech, making driving safer, more enjoyable, and more convenient.

As a Customer Support Representative, you'll be the first point of contact for our customers, assisting them with orders, troubleshooting, shipping inquiries, and general product questions. If you enjoy helping people and problem-solving, this role is for you!

Key Responsibilities:
? Customer Support & Order Management:

Respond to customer inquiries via email, chat, and social media.
Assist with order tracking, address updates, cancellations, and refunds.
Provide updates on shipping delays and help customers with concerns about their orders.
Handle returns and chargeback disputes, providing proof of delivery when needed.

? Technical Support & Troubleshooting:

Guide customers through setting up their FlexScreen Pro, connecting Bluetooth, using FM transmission, installing the reverse camera, and troubleshooting CarPlay/Android Auto issues.
Answer common questions about mounting, compatibility, and installation.
Work closely with the team to identify recurring technical issues and improve customer guidance.

? Professional & Friendly Communication:

Maintain a polite, helpful, and professional tone in all interactions.
Use a friendly, conversational style—like talking to an acquaintance, but professional.
Respond quickly and efficiently to messages via email, live chat, and social media.

? Operations & Supplier Coordination:

Work with suppliers to track shipments, resolve stock issues, and follow up on delayed orders.
Coordinate replacement parts and warranty claims for customers.
Assist with inventory management and order fulfillment updates.

? Bookkeeping & Administrative Support:

Assist with basic bookkeeping tasks, such as tracking refunds, processing invoices, and reconciling payments.
Help manage financial records and supplier payments when needed.

? Adapting & Learning:

Be quick to learn new tools, processes, and technologies to support both customers and internal operations.
Handle various tasks as needed, helping where the company needs support.
Offer feedback on common customer pain points to improve support materials and processes.

What You’ll Need to Know:
???? DriveView Products – Get familiar with CarPlay & Android Auto screens, reverse cameras, Bluetooth connections, and mounting options. Training materials will be provided.

???? Shipping & Order Tracking – Understand how to track orders, handle delays, and communicate updates to customers.

???? Troubleshooting Basics – Be comfortable guiding customers through setup issues, connectivity problems, and installation steps.

???? Multitasking & Adaptability – You’ll be handling customer support, supplier coordination, and operational tasks, so the ability to switch between responsibilities smoothly is essential.

???? Professionalism & Patience – Some customers will be frustrated with delays, setup issues, or chargeback disputes. You’ll need to stay calm, helpful, and solution-focused at all times.

Requirements:
? Strong communication skills (friendly, professional, and clear)
? Experience in customer support or a similar role (preferred)
? Tech-savvy – Able to understand and explain basic CarPlay, Bluetooth, and connectivity troubleshooting
? Problem-solving mindset – Able to resolve issues efficiently and think on your feet
? Ability to multitask – Handle multiple customer inquiries at once through email, live chat, and social media
? Familiarity with e-commerce platforms (Shopify, PayPal disputes, order tracking, etc.) is a plus
? Patience & professionalism – Some customers may be frustrated or skeptical—your job is to calmly guide them to a solution

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