Customer Support Specialist (Tier 1)
A
AutoVitalsAutomotive SaaS
United StatesFull-TimeJunior
Salary24 - 26.44 USD per hour
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Job Details
- Experience
- 1+ years in customer service, technical support, help desk, or similar customer-facing role
- Required Skills
- Customer serviceTechnical support
Requirements
- Have 1+ years in customer service, technical support, help desk, or a similar customer-facing role.
- Be comfortable following documented processes and using ticketing tools.
- Come up to speed quickly on new software and product concepts.
- Use sound judgment to recognize ticket types and route them appropriately.
- Be a self-starter who is curious and motivated to find solutions.
- Bring strong written and verbal communication skills.
- SaaS support experience is a bonus.
- Exposure to the automotive or service industry is a bonus.
- Familiarity with AI tools or comfort using AI assistants to accelerate research and documentation is a bonus.
Responsibilities
- Handle incoming phone calls and a high volume of support tickets across all channels.
- Resolve basic product questions about feature use, navigation, account settings, user management, and access issues.
- Triage and route tickets to Tier 2 or Tier 3 based on ticket type.
- Document every interaction in the ticketing system with clear, complete notes for downstream support tiers.
- Meet target response and resolution times on standard tickets while maintaining customer satisfaction.
- Identify knowledge-base gaps and unclear documentation, and flag them to Tier 4 for runbook updates.
- Adapt to changes while supporting client usability, adoption, and customer service goals.
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