Note: The job is a remote job and is open to candidates in USA. AutoVitals is a company dedicated to helping auto repair shops drive profitable growth through their suite of SaaS products. The Customer Support Specialist (Tier 1) will serve as the first point of contact for clients, handling inbound support requests, resolving common product questions, and routing complex issues to the appropriate specialists.
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
Skills
- 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
- SaaS support experience
- Exposure to the automotive or service industry
- Familiarity with A.I. tools or comfort using A.I. assistants to accelerate research and documentation
Benefits
- Medical/Dental/Vision
- Flexible Spending Account
- 401K Match
- Unlimited PTO
Company Overview