Help Desk & Advanced Setup Team Specialist
- Role
- Support
- Employment
- Full-time
Open to HN only. Set where you work from to check your eligibility.
No BS summary
Help Desk & Advanced Setup Team Specialist needed for Tier 1 support in the collision repair industry. Responsibilities include handling customer requests, resolving issues, documenting actions, and escalating complex problems. Also involves advanced system setup and configuration. Requires strong problem-solving, technical aptitude, clear communication, organization, and an ownership mindset. Must be a self-starter comfortable working autonomously in a remote environment.
Optional skills
Location: Remote | Honduras
Employment Type: Full-Time
Department: Support & Implementation
POSITION OVERVIEW
We’re looking for a Help Desk & Advanced Setup Team Member whose primary responsibility is providing Tier 1 support within a collision repair industry infrastructure.
This role is the frontline of our support operation. You’ll be the first point of contact for incoming requests, the person who figures out what’s going on, fixes what can be fixed, and escalates what needs deeper attention, clearly and correctly. Over time, this role becomes the central Tier 1 triage point for all internal and external support requests across the company. In addition, you’ll spend a meaningful portion of your time handling advanced system setup and configuration work across the platform.
PRIMARY RESPONSIBILITY – TIER 1 SUPPORT (CORE REQUIREMENT)
From day one, your #1 job is Tier 1 support. This includes:
- Handling incoming customer support requests
- Resolving common questions and issues quickly and accurately
- Working within our existing support tools and processes
- Clearly documenting what happened and what was done
- Knowing when to escalate and handing off with full context
This role requires judgment, organization, and follow-through. Dropping the ball isn’t an option.
FUTURE STATE – TIER 1 TRIAGE OWNERSHIP
As our support systems continue to scale, this role evolves into full Tier 1 intake and triage ownership for:
- All new external customer support requests
- Internal support requests from coaches and team members
You’ll assess urgency, identify issue type, resolve what you can, and escalate cleanly when needed while maintaining ownership through resolution.
SECONDARY RESPONSIBILITY – ADVANCED SETUP & PLATFORM CONFIGURATION
Advanced setup is a secondary responsibility, but it will take up a large portion of your time. This includes:
- Copying and configuring templates across the platform
- Replicating automations, workflows, and standardized setups
- Supporting onboarding and expansion for new and existing customers
- Ensuring consistency and accuracy across live customer systems
This work is detail-heavy and requires comfort working inside production environments.
WORK STYLE & EXPECTATIONS
This is a full-time, work-from-home role. You must be a self-starter who can work autonomously without constant supervision. We are not a micromanagement culture.
You should be comfortable:
- Managing your own workload and priorities
- Taking initiative when something needs to be solved
- Hustling through tasks without being told what to do next
- Staying accountable, responsive, and organized in a remote environment
If you need daily direction to stay productive, this won’t be a good fit.
THIS ROLE AS A STARTING POINT
This position is intentionally designed as a foundational role. By working in Tier 1 support and advanced setup, you’ll gain deep exposure to:
- Collision repair workflows and shop operations
- Real customer pain points and system behavior
- How our tools are implemented, supported, and scaled
This role builds the system knowledge and judgment required to move into more advanced positions within the company.
WHAT WE’RE LOOKING FOR
- Strong problem-solving and technical aptitude
- Comfort working in CRMs, dashboards, and workflow-based systems
- Clear, professional communication skills
- Organized, detail-oriented, and dependable
- Ownership mindset, you see things through
NICE TO HAVE (NOT REQUIRED)
- Auto body or collision repair experience
- SaaS, CRM, or help desk experience
- Familiarity with automation, AI tools, or phone/text platforms
JOIN US AND ENJOY THESE PERKS!
- Competitive Salary: Earn a USD salary that matches your skills and experience.
- Paid Time Off: We value work-life balance, offering PTO so you can recharge.
- Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
- Salary Reviews every year!
- Paid Training and Certifications
Ready to put your puzzle-solving skills to the test? Join our team today!
Want to learn more about us?
What you'll do
- Providing Tier 1 support within a collision repair industry infrastructure.
- Handling incoming customer support requests.
- Resolving common questions and issues quickly and accurately.
- Working within existing support tools and processes.
- Clearly documenting what happened and what was done.
- Knowing when to escalate and handing off with full context.
- Tier 1 intake and triage ownership for all new external customer support requests.
- Tier 1 intake and triage ownership for internal support requests from coaches and team members.
- Assessing urgency, identifying issue type, resolving what you can, and escalating cleanly when needed while maintaining ownership through resolution.
- Copying and configuring templates across the platform.
- Replicating automations, workflows, and standardized setups.
- Supporting onboarding and expansion for new and existing customers.
- Ensuring consistency and accuracy across live customer systems.
- Managing your own workload and priorities.
- Taking initiative when something needs to be solved.
- Hustling through tasks without being told what to do next.
- Staying accountable, responsive, and organized in a remote environment.
What they require
- Strong problem-solving and technical aptitude.
- Comfort working in CRMs, dashboards, and workflow-based systems.
- Clear, professional communication skills.
- Organized, detail-oriented, and dependable.
- Ownership mindset, you see things through.
Benefits
- Competitive Salary: Earn a USD salary that matches your skills and experience.
- Paid Time Off: We value work-life balance, offering PTO so you can recharge.
- Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
- Salary Reviews every year!
- Paid Training and Certifications
Puzzle is a strategy-first nearshore staffing company for bold SaaS companies. It acts as a fractional Head of Talent Strategy, designing teams first and staffing them with vetted Latin American Puzzlers.