Tier 1 Support (US-Hybrid)

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.

Job Overview
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.

Essential 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.

Essential 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

Metrics

• First Response Time
• Time to Triage & Escalate
• Inbound Call Count
• Inbound Session Count
• Session Triage & Escalation time
  

What We Offer:

• Competitive salaries
• Medical, dental, and vision benefits
• Company-paid life insurance
• Flexible schedules
• Sick leave
• Volunteer time off
• Company-matched 401(k)
• Unlimited PTO
• Parental leave
• 9+ paid holidays

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. Bolt On Technology is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, genetic information, disability status, or any other protected characteristic as outlined by federal, state, or local laws.