Technical Support Specialist - automotive performance parts

Automotive enthusiast or Mechanically inclined candidates only!

The Technical Support Specialist serves as a key point of contact for customers, providing expert guidance on product installation, troubleshooting, and performance. This role requires strong diagnostic ability, excellent communication skills, and the discipline to manage multiple cases from start to resolution.

Key Responsibilities

• Respond to all customer inquiries (phone, voicemail, email, text, etc.) with professionalism and courtesy on the same day they are received
• Provide technical phone support to assist customers with installation and product performance issues
• Assess and route inquiries appropriately between Technical Support, Customer Service, Sales, Engineering, or Installation teams
• Maintain consistent communication with customers regarding the status of their issue
• Track and follow up on all cases through to resolution, regardless of department involvement
• Create return orders and coordinate communication between customers and the returns team
• Gather all necessary and relevant information during initial contact to properly diagnose issues
• Investigate customer claims thoroughly following established procedures to determine validity
• Collaborate with internal teams to resolve complex technical issues
• Accurately document all customer interactions, troubleshooting steps, and resolutions in CRM systems
• Process warranty-related shipments in accordance with company policies, ensuring accuracy in shipping methods, addresses, and freight charges

Qualifications & Skills

• Strong work ethic with the ability to stay focused in a high-call-volume environment (6–8 hours/day on the phone)
• Proven diagnostic and problem-solving skills, especially related to diesel engines and performance products
• Experience working with vehicle diagnostic trouble codes (DTCs) and troubleshooting mechanical issues
• Ability to manage and prioritize multiple tasks and customer cases simultaneously
• Strong communication skills with a customer-first mindset
• Comfortable working in a fast-paced, team-oriented environment
• Adaptable and open to learning new systems, products, and processes quickly

Preferred Experience

• Background in automotive or diesel performance industry
• Hands-on mechanical experience or technical training
• Experience with CRM systems and case management

Education

High school or equivalent

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Application Question(s):

• Are you a automotive enthusiast?

Experience:

• Customer service: 1 year (Preferred)
• Mechanical knowledge: 1 year (Preferred)

Work Location: In person