Tier 1 Technical Support Agent – Automotive SaaS / AI-Driven CRM Solutions (Remote)

Our client is a rapidly expanding SaaS company that empowers automotive dealerships to modernize their sales processes through AI-driven systems. We provide tools that integrate AI decision-making, workflow automation, and CRM platforms to improve dealership efficiency and profitability.

We are seeking an enthusiastic and detail-oriented Tier 1 Technical Support Agent with a focus on automotive CRM integrations and AI technologies. The ideal candidate will deliver exceptional support to clients in the automotive industry, helping them troubleshoot technical issues and maximize the value of AI solutions within their CRM environments.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance with automotive CRM software and AI integrations via phone, email, or chat.
• Diagnose and resolve Tier 1 technical issues quickly, providing timely solutions to maintain customer satisfaction.
• Support clients in the implementation, configuration, and optimization of AI tools within their CRM systems.
• Maintain detailed records of all customer interactions, issues, and resolutions in the ticketing system.
• Collaborate with development and engineering teams to escalate unresolved issues and share insights based on client feedback.
• Deliver training and demonstrations to customers on effective use of AI features and CRM functionality.
• Stay current on industry trends, automotive technologies, and CRM best practices to continually enhance support quality.
• Identify recurring issues and contribute to the creation of knowledge base articles and support documentation.

Qualifications

• High school diploma or equivalent; Associate’s degree or technical certification preferred.
• Previous experience in technical support or customer service required; automotive industry experience is a plus.
• Familiarity with automotive CRM software (e.g., DealerSocket, CDK Global) and knowledge of AI applications in customer management.
• Strong troubleshooting ability with a basic understanding of software integrations, APIs, and data flow.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Proven problem-solving skills and a customer-first mindset.
• Comfortable working independently as well as collaboratively in a fast-paced environment.
• Eagerness to learn and adapt to emerging technologies and tools.

What’s in it for you?

• Competitive salary in the range of $55,000–$60,000 annually (1099)
• Potential for performance-based bonus opportunities
• 100% remote position – work from anywhere in the U.S.
• Consistent schedule: 11 a.m.–7 p.m. EST (8 a.m.–4 p.m. PST)
• Collaborative, casual work environment with a growing SaaS company