SMB Support Specialist

Autobooks•Detroit, MI

13h•Hybrid

About The Position

The SMB Support Specialist is the go-to resource for small business owners contacting Autobooks by phone, chat, and email. The specialist serves as a trusted advisor and product expert, resolving customer issues while building lasting relationships and ensuring customers feel well supported. The role involves guiding customers through product and process questions and working with a wide range of people, including small business owners and bank and credit union employees at all levels. The specialist becomes an expert on the full Autobooks software suite, investigates low- to medium-complexity software problems without documented fixes, identifies and escalates software defects, and handles everyday how-to questions. The position also includes ticket administration, knowledge-base development, relationship building, identifying opportunities to grow or retain customer business, continuous improvement, and contributing to projects across other teams. The role follows a hybrid schedule: three days in the Downtown Detroit office and two days remote. The company describes its culture as flexible and entrepreneurial, with an open, energetic downtown office.

Requirements

Availability to work a hybrid schedule: three days in the Downtown Detroit office and two days remote.
A self-motivated, organized approach and the ability to succeed in a fast-paced setting.
Confidence and skill with technology, including helping customers with software and hardware.
Comfort working across dual monitors, a wireless headset and mouse, and multiple internal systems, moving between screens and tools quickly and accurately.
Excellent spoken and written communication, including a strong vocabulary, accurate spelling, and fast typing speed.
A collaborative style and comfort with frequent change.
Ability to learn quickly and apply knowledge to new situations.
Strong empathy, patience, and problem-solving skills.

Responsibilities

Become an expert on the full Autobooks software suite.
Resolve customer issues by phone, email, and live chat.
Investigate low- to medium-complexity software problems without documented fixes, using discovery questions and process of elimination.
Identify software defects and escalate them to Product and Engineering through established processes.
Answer how-to questions and guide customers through a range of use cases.
Close out tickets and complete administrative work thoroughly and accurately.
Help build and maintain knowledge-base content for internal and external audiences.
Build strong relationships with small businesses and bank and credit union employees at every level.
Ask thoughtful questions to understand customer needs and identify opportunities to grow or retain their business.
Bring a continuous improvement mindset to the work.
Contribute to technical, administrative, or outbound-calling projects across other teams.