Senior Customer Support Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Address intricate customer challenges by utilizing advanced product expertise and troubleshooting abilities.

• Spearhead technical inquiries alongside Engineering and Product teams to address software issues and urgent customer concerns.

• Guide and assist fellow Support Representatives through knowledge sharing, coaching, and implementing best practices.

• Detect recurring customer problems and propose enhancements for processes, documentation, or products.

• Represent customers by documenting, prioritizing, and communicating escalations effectively.

• Ensure precise case documentation and enhance the content of the knowledge base.

• Aid in major incident responses when necessary.

• Participate in ongoing improvements that elevate customer satisfaction and enhance team efficiency.

⛳️ Requirements

• 2–3 years of experience in technical software support, SaaS support, or customer-facing technical support roles.

• Strong analytical and troubleshooting capabilities for complex software, integration, and workflow challenges.

• Exceptional written and verbal communication abilities.

• Proficient in conveying technical concepts to both technical and non-technical audiences.

• Experience in managing high-priority customer escalations.

• Ability to collaborate effectively across Support, Product, Engineering, and Customer Success teams.

• Strong organizational and time management skills.

• Capable of prioritizing multiple competing tasks in a fast-paced environment.

• Commitment to a continuous improvement mindset.

• Enthusiasm for mentoring others and improving support processes.

• Preferred: experience with automotive shop management software, dealership management systems, or repair shop operations.

• Preferred: familiarity with CRM platforms such as Salesforce, Zendesk, or HappyFox; SQL; APIs; or basic networking concepts.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional growth.

• Recognition and rewards for achievements.

• Training and apprenticeship programs available.

• Commitment to equal opportunity, diversity, and inclusion.