Customer Support Specialist - Remote

About The Company Vehlo, founded in 2019, is dedicated to becoming the industry's preferred provider of repair shop technology. Our mission is to ignite vehicle service success by offering innovative software and financial solutions that unlock the full potential of auto repair businesses. Our products are designed to enhance every aspect of the service lane experience, streamlining communication, automating workflows, enabling touchless payments, valet pickup, and more. With a customer-centric approach, Vehlo aims to simplify the customer journey from start to finish while empowering auto repair shops to increase profitability and operational efficiency. Serving over 30,000 customers who generate more than 50 million annual repair orders, Vehlo's purpose is to drive success for our clients through cutting-edge technology and dedicated support. We believe in providing opportunities for growth, recognition, and impact, fostering a dynamic environment where every team member contributes to our collective achievement. About The Role The Customer Support Specialist at Vehlo is a vital frontline role responsible for providing exceptional technical assistance to our users. This remote position involves handling software-related inquiries, managing help desk support tickets, and ensuring smooth resolution of technical issues. The role requires a proactive approach to troubleshooting, effective communication, and collaboration with various departments to maintain high customer satisfaction. The specialist acts as a liaison between customers and internal teams, ensuring that issues are documented, escalated when necessary, and resolved efficiently. This position offers an opportunity to develop technical expertise, improve customer service skills, and contribute directly to the success of our clients and organization. The role may involve minimal travel (up to 5%) for team meetings or company events and requires a dedicated workspace to perform duties effectively. Qualifications

• 0-2 years of experience in customer support, technical support, or related fields (preferred)
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite or related software
• Excellent organizational skills and attention to detail
• Strong interpersonal skills and the ability to explain technical concepts to non-technical users
• High school diploma or equivalent required
• Processing or software support experience is a plus
• Ability to analyze trends, complete audits, and implement strategic changes

Responsibilities

• Respond promptly to software-related questions and support requests via help desk tickets or direct communication
• Resolve technical issues or escalate complex problems to appropriate teams in a timely manner
• Document all support activities in the company CRM to ensure proper follow-up and communication
• Track and analyze support tickets to identify common issues and areas for improvement
• Prepare reports on help desk activity and software problems for management review
• Demonstrate comprehensive understanding of the company's software products and assist users with their application
• Collaborate with management to ensure product development aligns with customer needs and deadlines
• Act as a liaison for the sales team by assessing promotional materials and ensuring optimal utilization
• Participate in continuous learning to stay updated on software features and support techniques
• Perform other support-related duties as assigned to ensure customer satisfaction and operational efficiency

Benefits

• Medical, dental, and vision insurance coverage
• 401(k) retirement plan with company matching contributions
• Paid time off and holiday leave
• Opportunities for professional growth and career advancement
• Work from home flexibility in a remote work environment
• Supportive and dynamic team culture focused on employee success

Equal Opportunity Vehlo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status under federal, state, or local law. Employment is contingent upon successful background checks in accordance with applicable laws.