Customer Support Specialist

VEHLO • Knoxville, TN

6d • Onsite

About The Position

3-5 sentences describing why the role exists, what success looks like, and how it impacts the organization. (Use first person language “you”)

Requirements

• 1+ years of experience in a technical support, customer support, or helpdesk role within a SaaS, software, or technology-enabled environment.
• Strong problem-solving and troubleshooting skills, with the ability to investigate issues methodically and identify root causes.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience working with ticketing systems and support tools (e.g., Zendesk, Jira, Salesforce, or similar).
• Ability to manage multiple cases simultaneously, prioritize effectively, and meet response-time and resolution expectations in a fast-paced environment.

Nice To Haves

• Experience supporting automotive software, POS, or shop management systems (e.g., repair orders, parts, labor, accounting workflows).
• Familiarity with web-based applications, including basic understanding of APIs, integrations, or data flows.
• Experience with screen-sharing and remote support tools to guide customers through complex workflows.
• Exposure to SQL, reporting tools, or log analysis, or a demonstrated aptitude for learning technical diagnostics.
• Previous experience working in a metrics-driven support organization, with familiarity with CSAT, SLA, First Contact Resolution, or backlog management.

Responsibilities

• Provide frontline technical support to Shop-Ware customers via phone, email, chat, and screen-sharing tools, diagnosing and resolving application, configuration, and workflow issues in a timely and professional manner.
• Troubleshoot and document customer issues by gathering accurate details, reproducing problems when possible, and logging clear case notes to ensure effective follow-up and knowledge sharing.
• Collaborate with internal teams (Product, Engineering, Customer Success) by escalating complex or recurring issues with well-defined steps, impact, and customer context.
• Advocate for the customer experience by educating users on best practices, identifying product gaps or trends, and contributing to continuous improvement of documentation and support processes.

Benefits

• Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed