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Customer Support Specialist I – AutoVitals (Remote, United States)
Provide Tier 1 support for AutoVitals SaaS products used by auto repair shops. Answer product questions, document customer interactions, and escalate complex cases to the appropriate support tier.
विवरण
- Manage incoming phone calls and a high volume of support requests across all channels
- Assist customers with basic product use, navigation, account settings, user administration, and access concerns
- Assess and forward process or configuration cases to Tier 2 and technical or integration issues to Tier 3
- Record each customer interaction in the ticketing system using thorough, accurate notes
- Achieve response and resolution targets while delivering a consistently positive customer experience
- Spot missing or unclear knowledge-base content and submit it to Tier 4 for runbook improvements
- Respond flexibly to change while helping customers use and adopt the product effectively
- Report to the Manager, Customer Support
आवश्यकताएँ
- At least one year of experience in customer service, technical support, help desk work, or a comparable customer-facing role
- Clear, effective written and verbal communication skills
- Ability to follow established procedures and work with ticketing systems
- Capacity to learn new software and product concepts quickly
- Curious, self-directed approach to investigating and resolving customer issues
- Good judgment when identifying ticket types and selecting the correct escalation path
- Eligibility to work in the United States
- SaaS support experience is a plus
- Experience or familiarity with the automotive or service sector is a plus
- Familiarity with AI tools or willingness to use AI assistants for research and documentation is a plus
लाभ
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401(k) matching
- Flexible paid time off
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