Tier 2 Technical Support Specialist

Job DescriptionJob DescriptionSalary: 40000.00

We are looking for an enthusiastic and driven Tier 2 Technical Support Specialist to join our team!

Bolt On Technology is the leader in the development of 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 have a positive impact on both the repair shop and the vehicle owner.

Bolt Ons 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 forever growing and our product base expanding, causing a strong need for additional passionate and self-motivated new business development professionals.

We are seeking a knowledgeable and customer-focused Tier 2 Technical Support Specialist to provide advanced technical support for our software products. This role involves troubleshooting complex issues, handling escalations, and ensuring timely problem resolution while delivering a best-in-class customer experience. If you are technically savvy, love solving challenging problems, and have a customer-first mindset, we want to hear from you!

How Youre Measured:

• Time to First Response
• Support Response Time
• Time to Resolution
• Customer Satisfaction
• Call Center Metrics

What Youll Do:

• Handle escalated customer issues from Tier 1, performing deep-dive troubleshooting and analysis.
• Diagnose and resolve complex software, data integration, and system configuration issues.
• Conduct remote sessions to investigate and resolve customer problems efficiently.
• Escalate critical issues to Engineering, Product Development, or other relevant teams when necessary.
• Provide professional, responsive customer service via phone and email.
• Communicate technical updates and troubleshooting steps clearly to customers.
• Offer training and best-practice guidance to customers during support interactions.
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
• Share insights from support tickets to improve internal processes and enhance customer experience.
• Deliver a consistent customer experience with timely resolutions in compliance with SLAs.

What Youll Need:

• 2+ years in a customer-facing role is required
• Attentive to detail and committed to quality.
• Excellent problem solving skills and ability to work independently with little supervision.
• Excellent verbal and written communication skills, with ability to communicate complex technical concepts to both technical and non-technical stakeholders.
• Software experience with Atlassian Tools (Jira Service Management, Jira Software, and Confluence) .
• Ability to install and perform routine maintenance for customer data and configurations; identify, analyze, explain, and resolve customer concerns or user problems in Windows devices.
• Basic technical competence and the ability to patiently train users of all skill levels
• Experience with LogMeIn or other remote connection tools
• Deep knowledge of the Windows operating system. At least 2 years of experience with Information Technology Desktop support
• Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications and peripherals

What We Offer:

• Competitive salaries
• Medical, dental, and vision benefits
• Company-paid life insurance
• Flexible schedules
• Unlimited PTO
• Sick leave
• Parental leave
• 7 company 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 , , , , , , , veteran, genetic information, status, or any other protected characteristic as outlined by federal, state, or local laws.