Customer Support Representative

Company: Detect Auto

About the Company: Detect Auto is a SaaS company providing automotive dealership and shop management tools — helping car dealerships and repair shops manage operations, leads, and workflows more efficiently. Their platform connects automotive professionals with the tools they need to modernize operations.

Job Category: Customer Support / SaaS / Automotive Tech

Contract Type: Full-Time, Permanent

Location: Remote — USA only (must be available from 7:00 AM Eastern Time)

Salary: $50,000–$60,000/year (base) + eligibility for performance-based incentives tied to support quality; full benefits from day one

Application Link: https://app.dover.com/apply/detectauto/b2b80033-29db-41c7-9758-4afad1179232

Source: Remotive (active listing, posted within the last 3 weeks)

Job Description: You'll be the primary point of contact for Detect Auto customers, managing live chat and phone support, resolving issues using documented decision trees and playbooks, escalating product bugs clearly to engineering, and maintaining the internal knowledge base that keeps the entire organization informed.

Key Responsibilities:

• Manage day-to-day customer interactions through live chat and phone, using tools like Crisp
• Provide professional, clear, friendly responses to questions about product usage, configuration, and troubleshooting
• Use help center articles, internal documentation, and decision tree playbooks to guide customers to solutions
• Perform standard troubleshooting steps (extension reinstallation, login verification, settings checks)
• Guide customers through core product functions and key workflows
• Help customers add users, connect accounts, and configure maintenance intervals and keyword matching rules
• Clearly document all steps and outcomes in company CRM for full customer context in future interactions
• Create high-quality escalation tickets for Engineering and Product including: clear problem summary, reproduction steps, screenshots/recordings, account details
• Maintain and update internal support knowledge base including FAQs, troubleshooting steps, decision trees, and runbooks
• Tag and categorize conversations to surface trends in issues, feature requests, and friction points

Skills Required: Live chat support, phone support, helpdesk tools (Crisp or similar), CRM documentation, decision tree navigation, basic technical troubleshooting, clear written communication.

Requirements:

• 1+ years of experience in a customer-facing support role (Customer Support Rep, Customer Service Specialist, or similar)
• Experience with live chat and phone-based support in a software, SaaS, or technology environment
• Comfortable with structured troubleshooting steps and decision trees
• Ability to perform basic technical troubleshooting: guiding customers through extension updates, login checks, and settings verification
• Strong written and verbal communication — ability to explain technical topics in plain language
• Highly organized, able to manage multiple conversations without losing attention to detail
• Reliable and punctual; must be able to start work by 7:00 AM Eastern Time consistently

Benefits: Health benefits from day one of employment (employer contribution toward premiums for employee and eligible dependents); full-time position with competitive salary; additional benefits per company policy.