Customer Support Representative; Curator of Customer Experience

Description

Do you get excited seeing a customer catch on to what you're teaching? Do you go unusually above and beyond to help your clients succeed? Do you have a knack for designing processes to help clients solve challenges quickly? Do you love working with people and serving your team's needs? If so, keep reading…

The team at RTA is looking for a Customer Support Representative. This role handles common and complex product support cases, balancing great people skills with deep customer service enthusiasm and a love of technical troubleshooting. You'll assist customers with our software, teach them best practices, and play a key part not only in the success of our company, but ultimately in the success of our clients.

You'll also work alongside AI-assisted tools — from intelligent knowledge base search to AI-drafted response suggestions — that help you spend less time hunting for answers and more time actually helping people.

In general, someone who:

• Feels at home being a member of a healthy team. This means they aren't afraid to mix it up or be held accountable by the team, and they are willing to hold others accountable as well.
• Passionately cares about our clients and helping them be more successful. Our clients are fleet managers, parts clerks, and automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Thinks of themselves less, while not thinking less of themselves. They are other-centric and compassionate.
• Is willing to lift boxes, clean floors, and hold doors if that's what it takes to get something done.
• Loves to read, learn, grow, and stretch themselves. Bonus points for each book you've read by Patrick Lencioni.

• Is personable and attentive, with strong interpersonal skills and strong verbal communication.
• Has strong technical troubleshooting skills and is very capable of researching knowledge bases to find solutions.
• Understands the software development life cycle (SDLC) and how customer support fits into it.
• Has exposure to basic SQL.
• Is comfortable working alongside AI-assisted support tools — including knowledge base search and suggested responses — as part of the daily workflow, not as a novelty.
• Familiarity with Jira is a plus.
• Background in software customer support is a plus.

• Case Resolution — Listen to and resolve customers' concerns, issues, and questions kindly, calmly, and within stated SLAs, including time to answer, wait times, and time to resolution.
• Customer Relationship Building — Establish and maintain strong relationships with assigned clients, contributing directly to renewal outcomes.
• Technical Troubleshooting — Research and resolve complex product issues, escalating appropriately when needed while working toward full self-sufficiency over time.
• Product Guidance — Recommend possible products and features to meet customers' needs.
• Knowledge Base Contribution — Use and help maintain knowledge base content, leveraging AI-assisted search to find and surface solutions faster.
• Cross-Functional Collaboration — Partner with Engineering, QA, and Product to escalate and resolve complex or recurring issues.
• Key Results Areas (aka the Job Outcomes)
• Maintains a 4.9 or greater CSAT rating on their cases.
• Receives compliments on 20% of their cases.
• Handles cases within stated SLAs, including time to answer, wait times, and time to resolution.
• Able to handle 80% of calls without escalation within 6 months of starting.
• Establishes relationships with 100% of assigned clients, with 95%+ of those clients renewing their subscription.

• Personable and attentive, with strong interpersonal skills.
• Strong…