Tier 1 Support (US-Hybrid)

About the role

Bolt On Technology is the leader in developing shop management software for the automotive repair and maintenance industry. We create software solutions that solve real-world problems for shop owners, advisors, and technicians while simplifying auto repair for their customers. Our partnerships with industry-leading software companies enable us to develop best practices and solutions that positively impact both the repair shop and the vehicle owner.

We’re seeking a Tier 1 Support Specialist to provide responsive, high-quality customer support. In this role, you’ll handle incoming support tickets, calls, and chats from customers, helping resolve fundamental technical or account-related issues and escalating complex cases as needed.

Responsibilities

• Respond to customer inquiries via phone calls, emails, and remote desktop connections to resolve customer issues.
• Deliver a consistent customer experience with timely resolutions in compliance with SLAs.
• Keep accurate records of customer interactions.
• Escalate complex issues efficiently to the appropriate party.
• Ensure first-call resolution through problem-solving and effective call handling.
• Able to explain products and processes during customer interactions.
• Provide effective solutions to customer questions and concerns.

Requirements

• Strong communication and customer service skills.
• Basic technical aptitude and ability to learn new systems quickly.
• Committed to Excellence; Fun to Work with; Ultimate Team Player.
• Excellent listening, verbal, and written communication skills.
• You enjoy talking to people and helping to resolve any issues.
• You are a quick learner and good at problem-solving.
• Results-driven with a great attitude.
• Demonstrated ability to communicate effectively with various levels of the organization.
• Proven ability to manage multiple tasks with strong attention to detail.
• Prior experience in entry-level customer service interaction via phone or in-person.
• Ability to work in-office Tuesday and Wednesday each week.

Benefits

• Competitive salaries.
• Medical, dental, and vision benefits.
• Company-paid life insurance.
• Flexible schedules.
• Sick leave.
• Volunteer time off.
• Company-matched 401(k).
• Unlimited PTO.
• Parental leave.
• 9+ paid holidays.