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.

Bolt On Technology remote jobs

Tier 1 Support (US-Hybrid)