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 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.

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Job Overview*
The Customer Support Technician will be responsible for providing desktop support in a Microsoft Windows environment, as well as modifications and customization of our current applications and processes to support our growing customer base. Additionally, the Support Technician will be responsible for installing and activating our software products and troubleshooting product issues while building and maintaining customer trust in our brand. This individual will be a motivated, high-energy person with a positive attitude.

Essential Responsibilities

• Actively listen to and resolve basic and challenging customer questions.
• Utilize systems and technology to resolve customer concerns in a method that prevents the concern from recurring.
• Capabilities of standard computer applications and hardware.
• Recognize sales opportunities and recommend solutions that address customers' pain points.
• Explain products and processes when interacting with customers.
• Appropriately escalate customer dissatisfaction.
• Ensure timely greetings through effective remote session handling.
• Translate customer requests into unique concerns when writing a support ticket.
• Identify, resolve, and document root causes and corrections for customer concerns.
• Test customized configurations on various platforms and operating systems.
• Conduct research and make recommendations to both customers & internal development department to better enhance the customer experience and product features.
• Collaborate with team members to ensure effective use of the software.
• Respond to inbound/outbound calls in order to provide detailed information of work performed on computers.

Essential Requirements

• 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
• Must be proficient in MS Office Suite
• Excellent listening, verbal, and written communications skills
• Self-motivated
• Very Detail oriented
• Multi-tasker & problem solver
• Able to work independently as well as in a team environment
• Results-driven and a great attitude
• Committed to Excellence; Fun to Work with; Ultimate Team Player
• Ability to work a 10:30 am - 7 pm EST shift

Core Metrics

• Time to resolution: The time it takes to resolve the issue.
• Resolve a ticket in 30 minutes

• Number of Support Tickets Weekly: Helps identify ticket volume within the department.
• Resolve a minimum of 25 tickets a week

• Satisfaction of Customer Service: Customers rate the service received by each Technician via scoring system.
• Support rating must be a score of 6 to 10 on the Customer Satisfaction Index

What We Offer:

• Competitive compensation
• Medical, Dental, and Vision benefits
• Company-paid Life Insurance
• Short-term and Long-term Disability benefits

• Unlimited PTO
• Sick leave
• Parental leave

• 7 company paid holidays

Bolt On Technology is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

Job Type: Full-time

Pay: $42,000.00 - $46,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Southampton, PA 18966

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