Customer Support Specialist – Tier 1

AutoVitals

Customer Support Specialist handling inbound support requests for AutoVitals suite of SaaS products. Resolving product questions and routing complex issues to specialists in a remote work environment.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $24 - $26 per hourWebsite

About the role

Key responsibilities & impact

As the front-line of our support team, you will handle incoming phone calls and a high volume of support tickets across all channels
You will be responsible for resolving basic product questions including feature use, navigation, account settings, user management, and access issues
Triage and route incoming tickets to Tier 2 (process and configuration issues) or Tier 3 (technical and integration issues) based on ticket type
Document every interaction in the ticketing system with clear, complete notes that allow downstream tiers to pick up where you left off
Meet target response and resolution times on standard tickets while maintaining a high level of customer satisfaction
Identify gaps and unclear documentation in the knowledge base and flag them to Tier 4 for runbook updates
Adaptable to change, ensuring alignment with our company goals: increasing client usability and adoption while delivering exceptional customer service

Requirements

What you’ll need

1+ years in customer service, technical support, help desk, or similar customer-facing role
Strong written and verbal communication skills
Comfort following documented processes and using ticketing tools
Ability to come up to speed quickly on new software and product concepts
Self-starter who is naturally curious and motivated to find solutions
Sound judgment to recognize ticket type and route appropriately
Must be eligible to work in the United States
Bonus: SaaS support experience
Bonus: Exposure to the automotive or service industry
Bonus: Familiarity with A.I. tools or comfort using A.I. assistants to accelerate research and documentation

Benefits

Comp & perks

Medical/Dental/Vision
Flexible Spending Account
401K Match
Unlimited PTO

ATS Keywords

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Hard Skills & Tools

Technical SupportHelp Desk SupportTicket ManagementProduct NavigationUser Management

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationSelf-StarterAdaptabilitySound Judgment