Tier 2 Technical Support Specialist

Bolt On Technology•Tampa, FL

1d•$40,000•Hybrid

About The Position

Bolt On Technology delivers innovative software solutions that boost efficiency and strengthen customer engagement for automotive repair shops. Through advanced tools for digital vehicle inspections (DVI), online reputation management, marketing automation, and workflow optimization, Bolt On enables shops to enhance transparency, streamline daily operations, and provide outstanding service. Designed to simplify shop management, their solutions support business growth while elevating the overall customer experience. We are seeking a knowledgeable and customer-focused Tier 2 Technical Support Specialist to provide advanced technical support for our software products. This role involves troubleshooting complex issues, handling escalations, and ensuring timely problem resolution while delivering a best-in-class customer experience. If you are technically savvy, love solving challenging problems, and have a customer-first mindset, we want to hear from you!

Requirements

2+ years in a customer-facing role is required
Attentive to detail and committed to quality.
Excellent problem solving skills and ability to work independently with little supervision.
Excellent verbal and written communication skills, with ability to communicate complex technical concepts to both technical and non-technical stakeholders.
Ability to install and perform routine maintenance for customer data and configurations; identify, analyze, explain, and resolve customer concerns or user problems in Windows devices.
Basic technical competence and the ability to patiently train users of all skill levels
Experience with LogMeIn or other remote connection tools
Deep knowledge of the Windows operating system. At least 2 years of experience with Information Technology Desktop support
Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications and peripherals

Nice To Haves

Software experience with Atlassian Tools (Jira Service Management, Jira Software, and Confluence) preferred.

Responsibilities

Handle escalated customer issues from Tier 1, performing deep-dive troubleshooting and analysis.
Diagnose and resolve complex software, data integration, and system configuration issues.
Conduct remote sessions to investigate and resolve customer problems efficiently.
Escalate critical issues to Engineering, Product Development, or other relevant teams when necessary.
Provide professional, responsive customer service via phone and email.
Communicate technical updates and troubleshooting steps clearly to customers.
Offer training and best-practice guidance to customers during support interactions.
Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
Share insights from support tickets to improve internal processes and enhance customer experience.
Deliver a consistent customer experience with timely resolutions in compliance with SLAs.