What are the responsibilities and job description for the Technical Support Representative position at Vehlo?
Technical Support Specialist
Location: Tulsa, Oklahoma
About Vehlo:
We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.
Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 60M annual repair orders, and process over $12B in payments volume annually. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.
Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.
About the Role:
Our Technical Support team plays a critical role in supporting our rapidly growing payments portfolio and ensuring merchants receive fast, knowledgeable, and professional support across a variety of payment solutions and software integrations. This is a customer-facing technical support role that provides assistance through phone calls, email, chat, text messaging, remote support tools, and our ticketing system.
This role focuses on troubleshooting payment devices, networks, gateways, and integrated software solutions while also supporting additional products and services such as Text to Pay, consumer financing, and additional payment devices. Team members partner closely with software vendors, business owners, internal departments, and product teams to help resolve issues, improve processes, and deliver an excellent customer experience.
This position is ideal for someone who enjoys technology, problem solving, communication, and working in a fast-paced environment where no two days are the same.
What You’ll Do:
Travel Requirement: Less than 5%
Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.
Qualifications
What You Bring:
Work Environment & Physical Requirements:
This role may be performed in a remote, hybrid, or office-based environment depending on business needs.
Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Location: Tulsa, Oklahoma
About Vehlo:
We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.
Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 60M annual repair orders, and process over $12B in payments volume annually. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.
Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.
About the Role:
Our Technical Support team plays a critical role in supporting our rapidly growing payments portfolio and ensuring merchants receive fast, knowledgeable, and professional support across a variety of payment solutions and software integrations. This is a customer-facing technical support role that provides assistance through phone calls, email, chat, text messaging, remote support tools, and our ticketing system.
This role focuses on troubleshooting payment devices, networks, gateways, and integrated software solutions while also supporting additional products and services such as Text to Pay, consumer financing, and additional payment devices. Team members partner closely with software vendors, business owners, internal departments, and product teams to help resolve issues, improve processes, and deliver an excellent customer experience.
This position is ideal for someone who enjoys technology, problem solving, communication, and working in a fast-paced environment where no two days are the same.
What You’ll Do:
- Provide technical support to merchants through phone, email, chat, text messaging, remote support tools, and our ticketing system
- Troubleshoot payment devices, software integrations, network connectivity, and gateway-related issues
- Configure, deploy, and support payment solutions for a variety of integrated software platforms
- Support additional payment products and services such as Text to Pay, consumer financing, and added payment devices
- Navigate multiple systems and tools to research, troubleshoot, and resolve issues efficiently
- Partner with software vendors, business owners, and internal teams to resolve technical issues and escalations
- Document issues, troubleshooting steps, and resolutions while maintaining strong quality control standards
- Collaborate with Product and Development teams when recurring trends or software-related issues are identified
- Assist with provisioning equipment and updating payment configurations when needed
- Manage a fast-paced workload that includes inbound/outbound calls and active support cases simultaneously
- Deliver professional, responsive, and solution-oriented customer support experiences
- Other duties as assigned
Travel Requirement: Less than 5%
Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.
Qualifications
What You Bring:
- 0 - 2 years of previous experience in a technical support role
- Excellent verbal and interpersonal communication skills
- Enjoys working with clients and sales reps over the phone
- Able to assess challenging situations and find opportunities for improvement
- Able to accurately follow customer workflows in a fast-paced environment
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and holidays
Work Environment & Physical Requirements:
This role may be performed in a remote, hybrid, or office-based environment depending on business needs.
- Ability to remain in a stationary position (sitting or standing) for extended periods
- Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)
- Ability to view and interpret information on a computer screen for extended periods
- Ability to communicate effectively via phone, video, and written communication
- Ability to participate in virtual meetings with or without reasonable accommodation
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
- Employment may be contingent upon a background check in accordance with applicable laws.
- Ability to commute to the designated office location 4 days per week
- Ability to transport necessary work equipment between home and office, if applicable
Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.