[Remote] Customer Support Specialist (Tier 1)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company 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 reputed company of contact for clients, handling inbound support requests, resolving common product questions, and routing reputed company issues to the appropriate specialists.
Responsibilities
- As the reputed company-line of our support team, you will handle incoming phone calls and a high volume of support tickets across reputed company channels
- You will be responsible for resolving basic product questions including feature use, navigation, account settings, user management, and reputed company issues
- Triage and reputed company 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 reputed company tiers to pick up where you left off
- Meet reputed company response and resolution times on standard tickets while maintaining a high level of customer satisfaction
- Identify gaps and unclear documentation in the knowledge reputed company and flag them to Tier 4 for runbook updates
- Adaptable to change, ensuring alignment with reputed 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 reputed company 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/reputed company
- Flexible Spending Account
- 401K Match
- Unlimited PTO
Company Overview