Senior Customer Support Specialist

VEHLO•Charlotte, NC

1d•Onsite

About The Position

As a Senior Protractor Support Representative, you play a critical role in delivering exceptional support to our customers while serving as a technical expert for the Protractor platform. You will resolve complex customer issues, mentor team members, and collaborate with Product and Engineering to improve the customer experience. Success in this role means providing timely, high-quality resolutions, identifying trends before they become larger issues, and helping drive continuous improvements that increase customer satisfaction and team effectiveness.

Requirements

2-3 years of experience in technical software support, SaaS support, or a customer-facing technical support role.
Strong analytical and troubleshooting skills with the ability to diagnose complex software, integration, and workflow issues.
Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Experience managing high-priority customer escalations while maintaining professionalism and empathy.
Ability to collaborate effectively across Support, Product, Engineering, and Customer Success teams.
Strong organizational and time management skills with the ability to prioritize multiple competing priorities in a fast-paced environment.
A continuous improvement mindset with a passion for mentoring others and enhancing support processes.

Nice To Haves

Experience supporting automotive shop management software, dealership management systems (DMS), or repair shop operations.
Experience with CRM platforms (Salesforce, Zendesk, HappyFox), SQL, APIs, or basic networking concepts.

Responsibilities

Resolve complex customer issues by leveraging advanced product knowledge and strong troubleshooting skills.
Lead technical investigations by partnering with Engineering and Product teams to drive timely resolution of software defects and critical customer issues.
Mentor and support fellow Support Representatives by sharing knowledge, coaching on best practices, and contributing to team development.
Identify recurring customer issues and recommend process, documentation, or product improvements that reduce support effort and improve the customer experience.
Advocate for customers by ensuring escalations are well-documented, prioritized appropriately, and communicated clearly throughout the resolution process.
Contribute to operational excellence by maintaining accurate case documentation, improving knowledge base content, and supporting major incident response when required.