Client Support Specialist

Job Title: Client Support Specialist
Company: Wicked File
Location: Alpharetta, Georgia
Job Type: Full-Time

Wicked File is a rapidly growing AI technology company that empowers automotive repair shops to increase profitability by identifying and eliminating hidden financial inefficiencies. We are on the cutting edge of providing actionable insights and support to our customers, helping them thrive in a competitive industry. Join a team that values innovation, collaboration, and continuous improvement.

Wicked File is seeking a highly motivated and detail-oriented Client Support Specialist to join our dynamic support team. This individual will play an integral role in maintaining strong relationships with customers and ensuring a high-quality experience with our products and services. The ideal candidate will have a strong understanding of SaaS platforms, a passion for problem-solving, and the ability to thrive in a remote startup environment.

• Provide responsive and professional support to clients through various channels, including ticketing systems, email, and virtual meetings.
• Resolve client-generated technical requests, investigate and troubleshoot issues, and collaborate with internal teams to ensure timely resolution.
• Maintain and update the internal knowledge base to assist both clients and internal stakeholders.
• Document all support interactions with accuracy and clarity to ensure thorough records are maintained.
• Translate complex technical information into clear and accessible language for non-technical users.
• Identify trends or recurring issues and propose solutions or process improvements.
• Prioritize and manage multiple tasks efficiently in a high-paced, results-driven environment.
• Demonstrate a strong commitment to customer service, with a focus on building trust and delivering long-term value.

• Two to four years of experience in a client support, sales support, or technical support role.
• Familiarity with the automotive repair industry is highly desirable.
• Experience with ticketing systems is required; familiarity with You Track or Hubspot is a significant advantage.
• Strong troubleshooting and analytical skills, with a proactive, hands-on approach to solving problems.
• Excellent written and verbal communication skills.
• Proven ability to collaborate across departments and work effectively in a remote team setting.
• Experience maintaining or contributing to a product knowledge base.
• A mindset focused on process improvement and continuous learning.

• Associate’s degree or higher in Business, Computer Science, Information Systems, or a related field.
• Prior experience in a Helpdesk, IT support, or a similar technical environment is required.

• A remote-first work environment with flexibility and autonomy.
• Competitive salary and benefits package.
• Flexible time off policy.
• Health, dental, and vision insurance coverage.
• A vibrant team culture that values hard work, innovation, and fun.