Aftermarket Tier 1 Support (US) – REMOTE

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

Job Overview
As an Inbound Provisioner you will serve as the initial point of contact for customers seeking assistance across our various product lines and services. You will be responsible for retrieving customer information, answering inquiries and concerns, offering basic, technical, and product
guidance, and escalating issues appropriately. This role requires strong written and verbal communication skills, ability to multitask, customer empathy and ability to understand customer concerns to drive solutions.

Essential Responsibilities
• Respond to customer inquiries via phone calls, and emails, and log me in sessions 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 and 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
• 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 issue.
• You are a quick learner and good at problem-solving.
• Results driven with a great attitude.
• Demonstrated ability to communicate effectively to 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.

Metrics
• First Response Time
• Time to Triage & Escalate
• Inbound Call Count
• Inbound Session Count
• Session Triage & Escalation time

This is a growing company with opportunities to advance. We promote from within, so show us what you can do and grow your career along with us!

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.