Tier 1 Support (US-Hybrid)

Bolt On Technology•Town "n" Country, FL

5d•Hybrid

About The Position

Bolt On Technology is the leader in developing shop management software for the automotive repair and maintenance industry. We work hard to create software solutions that solve real-world problems for shop owners, advisors, and technicians while simplifying the complicated world of auto repair for their customers. Our partnerships with industry-leading software companies enable us to develop best practices and solutions that positively impact both the repair shop and the vehicle owner. Bolt On’s innovative software solutions make it easy for shop owners, advisors, and techs to work together to make their auto repair shop more efficient, profitable, and customer-focused. Our presence in the market is continually growing, and our product base is expanding, creating a strong need for additional passionate, self-motivated new business development professionals. We’re seeking a Tier 1 Support Specialist to provide responsive, high-quality customer support. In this role, you’ll handle incoming support tickets, calls, and chats from customers, helping resolve fundamental technical or account-related issues and escalating complex cases as needed.

Requirements

Strong communication and customer service skills
Basic technical aptitude and ability to learn new systems quickly
Committed to Excellence; Fun to Work with; Ultimate Team Player
Excellent listening, verbal, and written communication skills
You enjoy talking to people and helping to resolve any issues
You are a quick learner and good at problem-solving
Results-driven with a great attitude
Demonstrated ability to communicate effectively with various levels of the organization
Proven ability to manage multiple tasks with strong attention to detail
Prior experience in entry-level customer service interaction via phone or in-person
Ability to work in-office Tuesday and Wednesday each week

Responsibilities

Respond to customer inquiries via phone calls, emails, and remote desktop connections to resolve customer issues.
Deliver a consistent customer experience with timely resolutions in compliance with SLAs.
Keep accurate records of customer interactions.
Escalate complex issues efficiently to the appropriate party.
Ensure first-call resolution through problem-solving and effective call handling.
Able to explain products and processes during customer interactions.
Provide effective solutions to customer questions and concerns.