Technical Support Specialist I — Empathetic, Fast Tech Help

Covideo; Indianapolis (IN); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401k plan with matching

Job summary

Covideo, based in Indianapolis, seeks a Technical Support Specialist I to be the first responder for customers, balancing empathetic communication with rapid technical execution. You will manage tickets, routing, and onboarding workflows while actively contributing to data quality and product feedback.

You will log in Salesforce, resolve issues after AI triage, and drive adoption with proactive outreach, supporting high-velocity automotive dealer use cases and platform features.

Qualifications

• Experience in customer-facing technical support.
• Familiarity with CRM systems and ticketing workflows.
• Ability to log and route inquiries accurately and promptly.
• Comfort with AI-enabled tools and analytics.

Responsibilities

• Frontline Digital Queue & Phone Support: manage streams and log data in Salesforce.
• Advanced Ticket Resolution: own issues that require a human touch after AI routing.
• High-Velocity Account Provisioning: enter billing notes, rates, and integrations into the MDL.
• Account Lifecycle Setup: provision packages, seats, CRM links, and features.
• Database Management & Imports: validate and execute mass user data imports.
• Adoption & Lifecycle Support: drive onboarding and baseline platform adoption.
• Friction Logging & Trend Tracking: tag pain points to improve product and AI paths.

Skills

Customer service

Communication

Technical aptitude

Tools

Salesforce

Dialpad

Intercom

Job description

Covideo, based in Indianapolis, seeks a Technical Support Specialist I to be the first responder for customers, balancing empathetic communication with rapid technical execution. You will manage tickets, routing, and onboarding workflows while actively contributing to data quality and product feedback.

You will log in Salesforce, resolve issues after AI triage, and drive adoption with proactive outreach, supporting high-velocity automotive dealer use cases and platform features.