Tier 1 Support Specialist (US Hybrid)

About Bolt On Technology

Bolt On Technology leads in creating software solutions tailored for the automotive repair and maintenance sector. Our tools are designed to simplify complex auto repair processes for shop owners, service advisors, technicians, and their clients. By collaborating with top software companies in the industry, we establish best practices that benefit both repair shops and vehicle owners.

Our innovative software enhances the efficiency, profitability, and customer experience of automotive repair shops. With expanding market presence and product offerings, we seek dedicated, self-driven individuals to grow our customer support and service teams.

Job Overview

We are looking for a Tier 1 Support Specialist responsible for delivering prompt and effective assistance to customers through various support channels including calls, emails, and remote desktop sessions. This role focuses on solving basic technical or account concerns while escalating more complex issues when necessary.

Key Responsibilities

• Answer customer support requests via phone, email, and remote desktop connections, resolving issues promptly.
• Maintain a consistent, high-quality customer service experience with timely adherence to service level agreements.
• Document all customer interactions accurately for reference and quality assurance.
• Assign complex problems to appropriate personnel swiftly to ensure resolution.
• Strive for resolving customer issues on the first interaction with efficient problem-solving and communication skills.
• Explain product features and processes clearly during customer engagements.
• Offer clear and helpful responses to customer inquiries and concerns.

Candidate Requirements

• Excellent communication abilities combined with strong customer service orientation.
• Basic technical skills with the capacity to quickly learn new systems and software applications.
• Dedication to quality, enthusiasm for teamwork, and a positive attitude.
• Strong listening skills, proficient verbal and written communication competencies.
• Enjoys engaging with customers and is motivated to resolve their issues.
• Quick learner with effective problem-solving capabilities.
• Goal-oriented with meticulous attention to detail and time management skills.
• Experience handling entry-level customer service interactions, either via phone or in face-to-face environments.
• Availability to work onsite in Tampa, FL, specifically on Tuesdays and Wednesdays each week.

Performance Metrics

• Speed of initial customer response.
• Efficiency in issue triage and escalation timing.
• Volume of inbound calls managed.
• Quantity of support sessions handled.
• Time taken to triage and escalate sessions.

Benefits and Perks

• Competitive salary packages.
• Comprehensive medical, dental, and vision insurance plans.
• Employer-paid life insurance coverage.
• Flexible working hours to accommodate personal commitments.
• Paid sick leave and volunteer time off.
• 401(k) plan with company matching contributions.
• Unlimited paid time off policy.
• Parental leave support.
• More than nine paid holidays annually.

Additional Information

The listed duties are illustrative and may evolve as job needs change. Employment decisions are made without discrimination related to protected characteristics under applicable laws, ensuring equal opportunity for all candidates.