Remote SaaS Support Specialist (Tier 1)

AutoVitals, Inc.; United States; Remote; USD 33,000 - 36,000; Full time

Job summary

AutoVitals, Inc. is seeking a Customer Support Specialist (Tier 1) to handle inbound support for our SaaS platform. The role is remote and reports to the Manager, Customer Support, with immediate start.

You will manage high volumes of tickets, resolve basic questions, and route complex issues to Tier 2 or 3. We value empathy, fast resolutions, and clear documentation to improve client satisfaction and adoption of our software.

Qualifications

• 1+ years in customer service or similar role.
• Strong written and verbal communication skills.
• Comfort following documented processes and using ticketing tools.

Responsibilities

• Handle high volume inbound support across all channels.
• Resolve basic product questions on features, navigation, and settings.
• Route complex issues to Tier 2 or Tier 3 based on ticket type.
• Document interactions with clear notes in the ticketing system.
• Meet target response and resolution times while ensuring satisfaction.
• Identify gaps in knowledge base and flag for updates.
• Align with company goals to improve usability and customer service.

Skills

Communication

Customer service

Ticketing tools

Fast learner

Self-starter

Judgment

Tools

Ticketing systems

AI tools

Job description

AutoVitals, Inc. is seeking a Customer Support Specialist (Tier 1) to handle inbound support for our SaaS platform. The role is remote and reports to the Manager, Customer Support, with immediate start.

You will manage high volumes of tickets, resolve basic questions, and route complex issues to Tier 2 or 3. We value empathy, fast resolutions, and clear documentation to improve client satisfaction and adoption of our software.