Customer Support Specialist – Shop Boss

Vehlo · via Devremote

🌎 Remote 📍 Remote, Tennessee ⌛ Posted 5 days ago

Provide frontline technical support via phone, email, chat, and screen-sharing tools
Diagnose and resolve application, configuration, and workflow issues promptly and professionally
Gather accurate issue details, reproduce problems where possible, and document clear case notes
Escalate complex or recurring issues to Product, Engineering, and Customer Success with defined steps, impact, and customer context
Educate users on best practices
Identify product gaps and trends
Contribute to continuous improvement of documentation and support processes

1–2 years of experience in a technical support, customer support, or helpdesk role within a SaaS, software, or technology-enabled environment
Strong problem-solving and troubleshooting skills, including methodical investigation and root-cause identification
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
Experience with ticketing systems and support tools such as Zendesk, Jira, Salesforce, or similar platforms
Ability to manage multiple cases simultaneously, prioritize effectively, and meet response-time and resolution expectations in a fast-paced environment
Preferred: Experience supporting automotive software, POS, or shop management systems
Preferred: Familiarity with web-based applications, APIs, integrations, or data workflows
Preferred: Experience using screen-sharing and remote support tools
Preferred: Exposure to SQL, reporting tools, log analysis, or other technical diagnostic tools
Preferred: Experience in a metrics-driven support organization, including familiarity with CSAT, SLA, First Contact Resolution, or backlog management