[Hiring] Customer Support Specialist @VEHLO

Role Description

This role is responsible for assisting customers with troubleshooting, workflow guidance, and issue resolution while delivering a high-quality customer experience. The ideal candidate is a strong communicator, enjoys problem-solving, and thrives in a fast-paced SaaS support environment.

What You’ll Do:

• Provide frontline technical support to 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 including Product, Engineering, and 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.

Qualifications

• 1-2 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 such as Zendesk, Jira, Salesforce, or similar platforms.
• Ability to manage multiple cases simultaneously, prioritize effectively, and meet response-time and resolution expectations in a fast-paced environment.

Requirements

• Experience supporting automotive software, POS, or shop management systems.
• Familiarity with web-based applications, APIs, integrations, or data workflows.
• Experience using screen-sharing and remote support tools to assist customers.
• Exposure to SQL, reporting tools, log analysis, or other technical diagnostic tools.
• Experience working within a metrics-driven support organization, including familiarity with CSAT, SLA, First Contact Resolution, or backlog management.

Benefits

• Opportunity to make an impact.
• Opportunity for growth.
• Opportunity for recognition and rewards.