About the role

Aplyr's Quick Take

This role is focused on providing customer support for software products, primarily in a bilingual capacity (French or Spanish). You'll be troubleshooting issues, helping customers understand the software, and collaborating with teams to ensure customer success. It's an entry-level position suitable for someone looking to start their career in SaaS support.

Good fit

Ideal candidates are early-career professionals with a customer service background, especially in tech or SaaS. A collaborative mindset and strong communication skills in both English and either French or Spanish are essential.

Worth noting

The role is remote but requires working in the Mountain Time Zone. There's a strong emphasis on relationship-building with customers, which may appeal to those who enjoy interpersonal interactions.

We’re looking for a Customer Support Specialist to join our growing support team and help customers successfully use our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success.

You’ll support customers using SimplePart, Microcat EPC, Superservice Triage and Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit. This role provides strong exposure to multiple products, hands-on troubleshooting experience, and knowledge enablement responsibilities.

Responsibilities

Act as a trusted partner to customers, understanding their business needs and helping them achieve success with our products
Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction
Serve as a knowledge enablement resource, creating and maintaining guides, training content, and FAQs for both customers and internal teams
Collaborate cross-functionally to communicate customer insights, product challenges, and opportunities for improvement
Proactively identify patterns or recurring challenges and provide recommendations to improve customer workflows and experience
Support initiatives focused on driving customer success outcomes, including retention, adoption, and engagement metrics
Monitor and contribute to customer support KPIs, including first response time, resolution time, customer wait time, and ticket volume, ensuring a balance of quality and efficiency
Identify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactions
Participate in coaching, mentoring, and team knowledge-sharing to strengthen organizational capabilities

Required qualifications

1–3 years of experience in customer support, customer success, or related client-facing roles
Ability to work Noon - 8 pm EST
Strong communication and relationship-building skills with the ability to guide customers toward success
Comfort with learning and explaining complex software tools and processes
Interest in knowledge management, process improvement, and customer enablement
Written and spoken fluency in English; Canadian French and or Spanish
Experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms

Nice to have

Experience supporting SaaS or proprietary software platforms
Exposure to automotive, dealership, or related industries
Experience working in remote or distributed teams, or multilingual/global support environments
Familiarity with analytics or reporting to inform customer success initiatives or operational improvement projects

Skills & Tags

rust ai data analytics product sales

Aplyr's read

Infomedia excels in automotive software solutions, attracting tech-savvy professionals passionate about revolutionizing parts and service management.
Synthesized from recent postings & public sources

What's promising

•Strong focus on niche automotive software solutions enhances industry expertise.
•Diverse roles indicate opportunities for career growth across technical and sales fields.
•Global presence offers exposure to international markets and multicultural teams.

What to watch

•Limited public information about company culture and employee satisfaction.
•Niche market focus may limit opportunities for cross-industry skills application.
•Dependence on automotive industry trends poses potential market volatility risks.

Why Infomedia

•Specializes in parts and service management software for the automotive sector.
•Offers bilingual roles, highlighting commitment to serving diverse markets.
•Combines technical and sales expertise to drive comprehensive client solutions.

Aplyr’s read is generated by AI from public sources. Was it useful?