Customer Support Specialist (Tier 1)

About the role

AutoVitals develops a SaaS platform built to help auto repair shops overcome everyday operational challenges. The company’s mission is to support profitable growth by bringing in more customers, improving communication and service quality, increasing shop efficiency, and helping repair shops raise average repair order value.

As a Tier 1 Customer Support Specialist, you will be the first person clients speak with. Your job will be to manage incoming support requests through multiple channels, solve common product-related questions, and send more complex cases to the appropriate internal specialist. This position reports to the Manager, Customer Support, is fully remote, and the company is seeking someone who can start right away.

Responsibilities

• Serve as the initial contact for the support team by answering inbound calls and handling a large flow of support tickets from all channels.
• Resolve straightforward product questions related to feature usage, navigation, account preferences, user administration, and access problems.
• Assess incoming tickets and forward process- or configuration-related issues to Tier 2, and technical or integration-related issues to Tier 3.
• Keep detailed records of each customer interaction in the ticketing system so later support tiers can continue seamlessly.
• Work toward response and resolution targets for standard cases while keeping customer satisfaction high.
• Spot missing or unclear knowledge base content and pass those gaps to Tier 4 for runbook improvements.
• Remain flexible in a changing environment and support the company’s goals of improving client adoption, usability, and overall service quality.

Requirements

• At least 1 year of experience in customer service, technical support, help desk work, or another client-facing support role.
• Excellent written and spoken communication skills.
• Comfortable working with documented procedures and ticketing systems.
• Able to quickly learn new software products and related concepts.
• Self-driven, curious, and motivated to find workable solutions.
• Good judgment for identifying the correct ticket category and routing it properly.
• Must be legally eligible to work in the United States.
• Preferred: prior experience supporting a SaaS product.
• Preferred: familiarity with the automotive or service industry.
• Preferred: comfort using AI tools or AI assistants to speed up research and documentation.

Compensation and benefits

This is a full-time hourly role with a pay range of $24.00 to $26.44 per hour. Final compensation will depend on factors such as location, skills, education, and experience.

Benefits include medical, dental, and vision coverage, a flexible spending account, 401(k) matching, and unlimited paid time off.