Customer Support Specialist (Shop Boss)

Job Details: Job Location: Remote - Knoxville, TN, Salary Range: Undisclosed, Technical Support Representative (Shop Boss) About Vehlo We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.  About this role This role is responsible for assisting customers with troubleshooting, workflow guidance, and issue resolution while delivering a high-quality customer experience. The ideal candidate is a strong communicator, enjoys problem-solving, and thrives in a fast-paced SaaS support environment.  What You’ll Do: Provide frontline technical support to customers via phone, email, chat, and screen-sharing tools, diagnosing and resolving application, configuration, and workflow issues in a timely and professional manner.  Troubleshoot and document customer issues by gathering accurate details, reproducing problems when possible, and logging clear case notes to ensure effective follow-up and knowledge sharing.  Collaborate with internal teams including Product, Engineering, and Customer Success by escalating complex or recurring issues with well-defined steps, impact, and customer context.  Advocate for the customer experience by educating users on best practices, identifying product gaps or trends, and contributing to continuous improvement of documentation and support processes.  Qualifications: What You’ll Need: 1-2 years of experience in a technical support, customer support, or helpdesk role within a SaaS, software, or technology-enabled environment.  Strong problem-solving and troubleshooting skills, with the ability to investigate issues methodically and identify root causes.  Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.  Experience working with ticketing systems and support tools such as Zendesk, Jira, Salesforce, or similar platforms.  Ability to manage multiple cases simultaneously, prioritize effectively, and meet response-time and resolution expectations in a fast-paced environment.  Preferred Qualifications: (Optional) Experience supporting automotive software, POS, or shop management systems.  Familiarity with web-based applications, APIs, integrations, or data workflows.  Experience using screen-sharing and remote support tools to assist customers.  Exposure to SQL, reporting tools, log analysis, or other technical diagnostic tools.  Experience working within a metrics-driven support organization, including familiarity with CSAT, SLA, First Contact Resolution, or backlog management.  Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.   Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.