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

The AutoVitals suite of SaaS products are designed to solve many of the current hurdles faced by auto repair shops. Our mission is to help auto repair shops drive profitable growth by attracting new customers, providing superior communication and customer service, increased shop efficiency, higher average repair orders, and more.

As the first point of contact for our clients, the Customer Support Specialist (Tier 1) is responsible for handling inbound support requests across all channels, resolving common product questions, and routing more complex issues to the right specialist on the team. The ideal candidate will approach our clients with empathy, deliver fast and accurate resolutions for documented issues, and use sound judgment to route tickets that require deeper expertise.

This position will report directly to the Manager, Customer Support and will work remotely. We're looking for someone to join our team immediately.

Responsibilities

• As the front-line of our support team, you will handle incoming phone calls and a high volume of support tickets across all channels
• You will be responsible for resolving basic product questions including feature use, navigation, account settings, user management, and access issues
• Triage and route incoming tickets to Tier 2 (process and configuration issues) or Tier 3 (technical and integration issues) based on ticket type
• Document every interaction in the ticketing system with clear, complete notes that allow downstream tiers to pick up where you left off
• Meet target response and resolution times on standard tickets while maintaining a high level of customer satisfaction
• Identify gaps and unclear documentation in the knowledge base and flag them to Tier 4 for runbook updates
• Adaptable to change, ensuring alignment with our company goals: increasing client usability and adoption while delivering exceptional customer service

Requirements

• 1+ years in customer service, technical support, help desk, or similar customer-facing role
• Strong written and verbal communication skills
• Comfort following documented processes and using ticketing tools
• Ability to come up to speed quickly on new software and product concepts
• Self-starter who is naturally curious and motivated to find solutions
• Sound judgment to recognize ticket type and route appropriately
• Must be eligible to work in the United States
• Bonus: SaaS support experience
• Bonus: Exposure to the automotive or service industry
• Bonus: Familiarity with A.I. tools or comfort using A.I. assistants to accelerate research and documentation

Salary Range Transparency

Full Time, Hourly $24.00 - $26.44/hr

Pay rate to be determined based on factors including but not limited to geographic location, skills, education, and/or experience.