What are the responsibilities and job description for the Technical Support Specialist position at Velocity 360?
Company Description Velocity 360 is a USA-based, all-in-one CRM and high-ticket revenue platform designed for structure dealers, manufacturers, recruiting firms, and insurance agencies. The company delivers turnkey, white-glove Sales CRM and Lead Response solutions focused on achieving high lead response rates and preventing candidate ghosting. Its platform integrates with leading 3D configurators, ERPs, and core marketing tools, supported by custom open APIs and real-time analytics. Velocity 360 provides sales and recruiting CRMs, along with full-service implementation covering workflow design, compliance, and system setup to get clients fully live quickly. Trusted by industry leaders, the organization is committed to driving sales velocity, streamlining recruiting, and maximizing ROI.
Role Description This is a full-time, on-site Technical Support Specialist role based in Knoxville, TN. The Technical Support Specialist will respond to customer inquiries, troubleshoot issues related to the Velocity 360 CRM platform, and resolve technical problems via phone, email, and ticketing systems. Responsibilities include assisting clients with system configuration, integrations, and workflow setup; documenting issues and solutions; and escalating complex problems to development or implementation teams when needed. The role will also involve guiding users through best practices, contributing to knowledge base content, and collaborating with internal teams to improve product stability and customer experience. This position requires consistent, professional communication and a strong customer service focus in a fast-paced environment.
Qualifications
- Candidates should possess skills in technical troubleshooting and diagnosing software, CRM, or integration issues.
- Candidates should possess skills in customer support, including clear communication, active listening, and conflict resolution.
- Candidates should possess skills in documentation and organization, such as maintaining tickets, recording steps taken, and updating knowledge bases.
- Candidates should possess skills in basic networking and system configuration, including user setup, permissions, and connectivity checks.
- Candidates should possess skills in learning and using CRM platforms or similar SaaS tools, with the ability to explain features to non-technical users.
- Relevant qualifications include prior experience in technical support or help desk roles, preferably in a software or SaaS environment.
- Additional beneficial qualifications include familiarity with APIs, cloud-based systems, and integrations with ERPs or marketing platforms.
- An associate or bachelor’s degree in IT, Computer Science, Information Systems, or a related field, or equivalent practical experience, is preferred.