AutoVitals dezvoltă soluții digitale pentru atelierele independente de reparații auto, combinând inspecțiile digitale ale vehiculelor, automatizarea fluxurilor de lucru, instrumente pentru fidelizarea clienților și servicii de marketing digital. Platforma sa ajută firmele de reparații auto să prezinte clar lucrările recomandate, să gestioneze operațiunile atelierului și să construiască relații mai solide cu clienții, mutând totodată o parte mai mare din procesele lor de zi cu zi în mediul online. AutoVitals oferă, de asemenea, suport pentru integrări, îndrumare pentru industrie și o abordare orientată către comunitate, pentru a ajuta echipele de reparații auto să adopte fluxuri de lucru digitale.
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.
Descriere
- 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
Cerințe
- 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
Beneficii
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401(k) matching
- Flexible paid time off