TheCRM · 17 hours ago
Technical Support Specialist
United States
Full-time
Remote
Entry Level
$45K/yr - $50K/yr
1+ years expTheCRM is an AI-driven CRM platform built specifically for automotive and RV dealerships. They are seeking a high-performing Tier One Tech Specialist to serve as the first point of contact for dealership staff using TheCRM platform, responsible for diagnosing, troubleshooting, and resolving technical issues.
Software
Responsibilities
Serve as first point of contact via chat, email, and phone
Troubleshoot CRM functionality including:
Lead flow & ADF parsing
Desking calculations
Communication tools (call, text, email)
User permissions & configuration
Reporting discrepancies
Provide clear, step-by-step guidance to dealership staff
Identify and document root causes before responding
Replicate reported issues when possible
Distinguish between user error, configuration gaps, integration issues, and system bugs
Escalate appropriately to Tier Two or Engineering with clear documentation and replication steps
Follow through to ensure dealership resolution
Log all client interactions accurately in the support ticketing system
Include clear summaries, troubleshooting steps taken, and final resolutions
Maintain high standards of ticket ownership and continuity
Avoid unresolved closures or incomplete escalations
Work closely with Tier Two Specialists, Engineering, Onboarding, and Customer Success teams
Communicate recurring issues or product feedback to help improve system performance
Assist during high-priority or time-sensitive dealership situations
Guide dealerships through CRM best practices and workflows
Reinforce proper system usage rather than temporary workarounds
Identify knowledge gaps and provide training resources
Travel to dealership locations via air or ground travel to support CRM launches and onsite training
Assist with in-person system walkthroughs and workflow education
Represent TheCRM professionally during client-facing interactions
Support implementation efforts during go-live periods
Collaborate with Onboarding and Customer Success teams to ensure smooth transitions
Qualification
Required
1+ year experience in technical support, help desk, or SaaS support role preferred
Basic understanding of CRM platforms or SaaS systems
Strong troubleshooting and analytical skills
Excellent written and verbal communication
Ability to explain technical concepts to non-technical users
Strong documentation habits and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Must be willing and able to travel as required
Valid driver's license and ability to travel independently
Preferred
Experience working with automotive or RV dealerships
Familiarity with CRM workflows, lead management, or desking tools
Experience participating in onsite training or implementation initiatives
Benefits
Competitive salary with performance-based incentives
Health, dental, and vision insurance
Paid time off
Career growth opportunities within a rapidly growing AI technology company
Company
TheCRM
TheCRM is the foundation for the largest and most extensive AI driven selling system ever built for the car business.
51-200 employees
H1B Sponsorship
TheCRM has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageLeadership Team
Richard Keith Latman
Chief Executive Officer
Recent News
2025-03-31
Company data provided by crunchbase