Customer Support Representative

Summary

Join Tekmetric, a cloud-based auto-repair shop management system company, as a Customer Success Representative! In this role, you will be the first point of contact for customers, tackling their questions with curiosity and enthusiasm through various channels (phone, chat, email). You will bring energy and empathy to every interaction, ensuring customers feel valued and supported. You will also serve as the customer's voice internally, documenting bugs and collaborating with the development team. This position requires a minimum of one year of customer-facing experience and a strong understanding of basic financial and accounting concepts. Tekmetric offers a dynamic work environment with opportunities for career development and progression, along with excellent benefits including healthcare insurance, generous PTO, flexible and remote work opportunities, and more.

Requirements

• A minimum of 1 year of experience in a customer-facing organization (experience with a SaaS company is preferred)
• Understand basic financial and accounting concepts with a business mindset
• Strong empathy for customers AND passion for growth
• Great interpersonal skills with a problem-solver mentality
• Experience with following defined processes using CRM and ticketing systems (HubSpot and Zendesk, a plus)
• A high level of energy, drive, enthusiasm, initiative, commitment, and professionalism - A strong aptitude for quickly building rapport with customers
• A self-starter attitude with solid organizational skills and attention to detail
• Strong written and verbal communication skills
• Strong technical acumen
• 2 years experience in contact center
• 2 years experience with Zendesk

Responsibilities

• Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions
• Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge
• Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next
• Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements
• Keep records sharp and accurate by updating tickets, account details, and communication logs with care
• Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation
• Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience
• Consistently meet or exceed performance goals that help us deliver best-in-class support
• Jump in to support teammates when needed — we grow stronger together

Preferred Qualifications

• You have a love of building something new or improving on current processes and care about making a positive difference
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches
• You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context
• You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company

Benefits

• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage
• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education