Technical Support Specialist

About the OpportunityThe company offers a suite of software tools designed for modern automotive repair shops. This integrated platform combines essential software tools for running a highly profitable shop into one user-friendly, cost-effective solution. The company's platform empowers shop owners to focus on core business operations, reducing concerns about marketing and customer retention. Initially established as an online directory for drivers to locate local mechanics, the company has evolved significantly. It now provides a comprehensive Customer Relationship Management (CRM) marketing suite, featuring text messaging, email automation, direct mail integration, reputation management, appointment reminders, and tools for managing declined and recommended services, among other features. The organization is committed to continuous innovation and holds a leading position within the automotive repair industry. In a recent development, the company acquired a leader in modern, intelligent, and fully integrated scheduling software for auto repair shops, enabling customers to schedule appointments seamlessly through a shop's website and Google Business Profile. Key ResponsibilitiesOwn technical support for customers.Serve as the primary point of contact for customers, ensuring all phases of their experiences are resolved quickly and effectively.Manage Level 1 support resolutions.Handle Level 2+ ticket creation and internal triage.Set up and troubleshoot phone number ownership, including transfers.Maintain data connection stability.Provide product retraining.Maintain up-to-date documentation on procedures and solutions.Offer internal feedback on user experience, improvements, or feature requests.Evaluate system potential by assessing the compatibility of new programs with existing ones.Tailor and configure customer-facing templates based on client inputs and business goals; while no custom development is required, small adjustments will be common.Implement scheduling tools and CRM, including integration, configuration, training, and enablement.Troubleshoot technical issues and coordinate timely updates to live configurations as needed.Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to ensure a seamless service experience. Required QualificationsSomeone with strong communication skills who can follow a customer’s narrative, understand their point of view, and explain solutions clearly.Curious by nature and motivated to understand how things work.Customer-first in approach, demonstrating empathy, clarity, and patience.Proactive, resourceful, and ownership-driven – anticipating needs, taking initiative, and following through.Comfortable building relationships with people across different teams and functions.Organized and capable of managing multiple tasks or threads simultaneously. Must-Have Qualifications2+ years of experience in technical support, onboarding, implementation, or progressive customer service, ideally within a SaaS or digital tools environment.Experience troubleshooting, testing, and training customers across multiple products or features.Experience owning support targets such as ticket completion, response times, or resolution metrics.Experience configuring or managing a client-facing product or tool, such as a templated platform, dashboard, or embedded experience.Experience using a CRM, preferably HubSpot or Salesforce. Preferred QualificationsExperience working directly with APIs, including a basic understanding of how data moves between systems.Experience in the automotive industry or with auto repair shop management tools.Experience working with VoIP or telephony systems.Prior success in a remote work environment.Direct SaaS or startup experience.Highly polished professional communication skills. Interview ProcessInitial Screen - 20 minutesWonderlic AssessmentHiring Manager Interview - 30 minutesExecutive Interview - 30 minutesProblem Solving Exercise - 1 hour Salary60,000 USD Benefits and Perks100% remote work environment.Medical, Dental, and Vision insurance within 30 days.100% employer-paid medical insurance.Equity package.Flexible PTO with a minimum of 15 days.Generous Parental Leave.FSA and HSA options.401(k).Learning Stipend.WFH Equipment.Opportunity to work with the latest technology.A collaborative, high ownership culture.Opportunities for development and career growth. Why Join This Team?This role offers the chance to align your passion for growth, innovation, and excellence with the company's mission of transforming the auto repair experience for shop owners and their customers. Here, you will find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry. This is complemented by comprehensive benefits and flexible work arrangements designed to support your well-being. Join this organization to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work. The organization values diversity and believes that forming teams in which everyone can be their authentic self is key to success. Applications are welcomed from individuals with diverse backgrounds and industries. The hiring process looks beyond just credentials. Educational background does not define potential to thrive and enrich the culture. Even if you don't meet every requirement, you are encouraged to apply. The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.