What are the responsibilities and job description for the Technical Support Specialist I position at Covideo?
As a Technical Support Specialist I at Covideo, you are the face of our user experience and the vital first responder for our customer base. In this role, you will balance high-empathy customer communication with rapid technical execution. You will handle frontline ticket streams and phone routing while serving as the primary operational engine for high-velocity account provisioning and database onboarding workflows.
Key Responsibilities:
- Frontline Digital Queue & Phone Support: Manage the incoming primary customer streams and answer the company mainline phone. Log data accurately in Salesforce and route complex inquiries appropriately.
- Advanced Ticket Resolution: Take ownership of customer issues that require a human touch after being passed along by our AI assistant, ensuring they receive fast, accurate, and helpful solutions.
- High-Velocity Account Provisioning: Own the data entry and execution of incoming automotive sales information. Input billing notes, rates, and integrations into the Master Dealer List (MDL).
- Account Lifecycle Setup: Build platform accounts by manually provisioning package tiers, seat limits, CRM provider linkages, and custom features(e.g., Teleprompter Scripts or AI feature enablements).
- Database Management & Imports: Validate and execute mass user data imports.
- Adoption & Lifecycle Support: Engage in proactive customer outreach and account reviews to welcome new users, guide initial system navigation, and drive baseline platform adoption.
- Friction Logging & Trend Tracking: Actively tag and categorize customer pain points to populate the team's Ranked Friction Matrix. Utilize this operational data cross-functionally with the Product team to resolve high-volume software issues and optimize user satisfaction, while simultaneously providing the core data training feed to optimize AI assistant (Otto) automation paths.
Performance & Success Metrics:
- Maintain an individual Human CSAT score of ≥ 4.0 / 5.0.
- Clean execution and turnaround of incoming account creation logs within target operational windows.
About Covideo:
Covideo is transforming the way automotive dealerships communicate through
personalized video. Our solutions help dealership teams create stronger customer
connections, deliver better buying and service experiences, and improve results
throughout the customer journey.
Based in Indianapolis, Covideo combines more than 20 years of automotive video
expertise with innovative technology designed to help our customers thrive.
About You:
- 0-3 years relevant experience
- High-empathy customer communication across digital channels or phone
- Attention to detail
- Natural curiosity with a strong desire to master new technology, including AI
- Strong technical aptitude
- Experience with Dialpad, Intercom, or similar support platforms
Benefits:
- 401k plan with matching
- Comprehensive health insurance (including vision and dental)
- Flexible paid time off
- Casual dress code
- Breakfast bar, snacks, beverages
- Dog-friendly