Technical Support Specialist - Remote

As a Technical Support Associate, you’ll be part of a growing team responsible for supporting a digital experience offering for our customers.  Your mission is to deliver amazing customer experiences. We are the go-to team for both our internal and external stakeholders. This role bridges customer success, onboarding, and basic technical implementation - ensuring every client’s experience is aligned with their business needs and delivers value from day one. You’ll be one of the members of our technical support team,  helping define the playbook and set the tone for how we bring solutions to life for our customers. Your work will directly impact customer satisfaction, retention, and time-to-value.

• Own technical support for customers
• Be the point of contact for customers, ensuring all phases of their experiences are resolved quickly and effectively.
• Own Level 1 support resolutions.
• Own Level 2+ ticket creation and internal triage.
• Set up, transfer, troubleshoot phone number ownership. 
• Maintain data connection stability.
• Own product retraining
• Maintain up-to-date documentation on procedures and solutions.
• Provide feedback internally on user experience, improvements or feature requests.
• Evaluate system potential through assessing compatibility of new programs with existing programs.
• Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common
• Implement scheduling tools and CRM. This includes integration, configuration, training and enablement.
• Troubleshoot technical issues and coordinate timely updates to live configurations as needed
• Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless service experience

• Someone with strong communication skills who can follow a customer’s narrative, understand their point of view, and explain solutions clearly.
• Curious by nature and motivated to understand how things work.
• Customer-first in your approach, showing empathy, clarity, and patience.
• Proactive, resourceful, and ownership-driven — you anticipate needs, take initiative, and follow through.
• Comfortable building relationships with people across different teams and functions.
• Organized and able to manage multiple tasks or threads at the same time.

Must-Have:

• 2+ years of experience in technical support, onboarding, implementation, or progressive customer service, ideally in a SaaS or digital tools environment.
• Experience troubleshooting, testing, and training customers across multiple products or features.
• Experience owning support targets such as ticket completion, response times, or resolution metrics.
• Experience configuring or managing a client-facing product or tool, such as a templated platform, dashboard, or embedded experience.
• Experience using a CRM, preferably HubSpot or Salesforce.

Nice-to-Have:

• Experience working directly with APIs, including basic understanding of how data moves between systems.
• Experience in the automotive industry or with auto repair shop management tools.
• Experience working with VoIP or telephony systems.
• Prior success in a remote work environment.
• Direct SaaS or startup experience.
• Highly polished professional communication skills.

1. Initial Screen - 20min
2. Wonderlic Assessment
3. Hiring Manager Interview - 30min
4. Executive Interview - 30min
   Problem Solving Exercise - 1hr