Customer Support Specialist (Tier 1)

AutoVitals · Posted 1w ago

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Eligibility

United States

Type

Full-time

Posted

1w ago

The AutoVitals suite of SaaS products are designed to solve many of the current hurdles faced by auto repair shops. Our mission is to help auto repair shops drive profitable growth by attracting new customers, providing superior communication and customer service, increased shop efficiency, higher average repair orders, and more.

As the first point of contact for our clients, the Customer Support Specialist (Tier 1) is responsible for handling inbound support requests across all channels, resolving common product questions, and routing more complex issues to the right specialist on the team. The ideal candidate will approach our clients with empathy, deliver fast and accurate resolutions for documented issues, and use sound judgment to route tickets that require deeper expertise.

This position will report directly to the Manager, Customer Support and will work remotely. We're looking for someone to join our team immediately.

Responsibilities

As the front-line of our support team, you will handle incoming phone calls and a high volume of support tickets across all channels
You will be responsible for resolving basic product questions including feature use, navigation, account settings, user management, and access issues
Triage and route incoming tickets to Tier 2 (process and configuration issues) or Tier 3 (technical and integration issues) based on ticket type
Document every interaction in the ticketing system with clear, complete notes that allow downstream tiers to pick up where you left off
Meet target response and resolution times on standard tickets while maintaining a high level of customer satisfaction
Identify gaps and unclear documentation in the knowledge base and flag them to Tier 4 for runbook updates
Adaptable to change, ensuring alignment with our company goals: increasing client usability and adoption while delivering exceptional customer service

Requirements

1+ years in customer service, technical support, help desk, or similar customer-facing role
Strong written and verbal communication skills
Comfort following documented processes and using ticketing tools
Ability to come up to speed quickly on new software and product concepts
Self-starter who is naturally curious and motivated to find solutions
Sound judgment to recognize ticket type and route appropriately
Must be eligible to work in the United States
Bonus: SaaS support experience
Bonus: Exposure to the automotive or service industry
Bonus: Familiarity with A.I. tools or comfort using A.I. assistants to accelerate research and documentation