Remote Technical Support & Onboarding Specialist

Steer; Northern (KY); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental and Vision insurance

100% employer-paid medical insurance

Equity package

Flexible PTO (15 days)

FSA/HSA options

401(k)

Learning stipend

WFH equipment

Career development

Job summary

Steer is seeking a Technical Support Associate to join our rapidly growing team delivering a seamless digital experience for automotive repair shops.

You will own Level 1 and Level 2 support, onboard new clients, configure scheduling tools and CRM integrations, and document solutions to drive customer satisfaction, retention, and time-to-value. A SaaS background and strong communication are essential.

Qualifications

• 2+ years of experience in technical support, onboarding, implementation, or progressive customer service in SaaS/digital tools.
• 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.

Responsibilities

• Own technical support for customers.
• Be the point of contact for customers, ensuring all phases of their experiences are resolved quickly and effectively.
• Own Level 1 support resolutions.
• Own Level 2+ ticket creation and internal triage.
• Own product retraining.
• Maintain up-to-date documentation on procedures and solutions.
• Provide feedback internally on user experience, improvements or feature requests.
• Evaluate system potential through assessing compatibility of new programs with existing programs.
• Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common
• Implement scheduling tools and CRM. This includes 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 create a seamless service experience

Skills

Technical support

SaaS

Customer onboarding

CRM experience

Communication

Problem solving

Tools

HubSpot

Salesforce

Job description

Steer is seeking a Technical Support Associate to join our rapidly growing team delivering a seamless digital experience for automotive repair shops.

You will own Level 1 and Level 2 support, onboard new clients, configure scheduling tools and CRM integrations, and document solutions to drive customer satisfaction, retention, and time-to-value. A SaaS background and strong communication are essential.