Infomedia

Automotive aftersales SaaS and DaaS platform

Client Support Specialist - Bilingual

Customer SupportUpdated on Nov 9

Full-time$53k - $58k

About the Job

Requirements

The candidate must have 1–3 years of experience in customer support, customer success, or related client-facing roles.
The candidate must be able to work noon–8 p.m. Eastern Time.
The candidate must have strong communication and relationship-building skills and be able to guide customers toward success.
The candidate must be comfortable learning and explaining complex software tools and processes.
The candidate must have an interest in knowledge management, process improvement, and customer enablement.
The candidate must be fluent in written and spoken English and Canadian French.
The candidate must have experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms.

Responsibilities

Act as a trusted partner to customers by understanding their business needs and helping them succeed with the products.
Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction.
Create and maintain guides, training content, and FAQs for customers and internal teams as a knowledge enablement resource.
Collaborate across functions to communicate customer insights, product challenges, and opportunities for improvement.
Identify patterns or recurring challenges and recommend improvements to customer workflows and experience.
Support initiatives focused on retention, adoption, engagement, and other customer success outcomes.
Monitor and contribute to customer support key performance indicators, including first response time, resolution time, customer wait time, and ticket volume, balancing quality and efficiency.
Identify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactions.
Participate in coaching, mentoring, and team knowledge-sharing to strengthen organizational capabilities.

Desired Qualifications

Experience supporting software-as-a-service or proprietary software platforms.
Exposure to automotive, dealership, or related industries.
Experience working in remote or distributed teams, or multilingual or global support environments.
Familiarity with analytics or reporting to inform customer success initiatives or operational improvement projects.

We’re looking for a Customer Support Specialist to join our growing support team and help customers successfully use our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success.

You’ll support customers using SimplePart, Microcat EPC, Superservice Triage and Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit. This role provides strong exposure to multiple products, hands-on troubleshooting experience, and knowledge enablement responsibilities.

Responsibilities

Act as a trusted partner to customers, understanding their business needs and helping them achieve success with our products
Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction
Serve as a knowledge enablement resource, creating and maintaining guides, training content, and FAQs for both customers and internal teams
Collaborate cross-functionally to communicate customer insights, product challenges, and opportunities for improvement
Proactively identify patterns or recurring challenges and provide recommendations to improve customer workflows and experience
Support initiatives focused on driving customer success outcomes, including retention, adoption, and engagement metrics
Monitor and contribute to customer support KPIs, including first response time, resolution time, customer wait time, and ticket volume, ensuring a balance of quality and efficiency
Identify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactions
Participate in coaching, mentoring, and team knowledge-sharing to strengthen organizational capabilities

Required qualifications

1–3 years of experience in customer support, customer success, or related client-facing roles
Ability to work Noon - 8 pm EST
Strong communication and relationship-building skills with the ability to guide customers toward success
Comfort with learning and explaining complex software tools and processes
Interest in knowledge management, process improvement, and customer enablement
Written and spoken fluency in English; Canadian French
Experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms

Nice to have

Experience supporting SaaS or proprietary software platforms
Exposure to automotive, dealership, or related industries
Experience working in remote or distributed teams, or multilingual/global support environments
Familiarity with analytics or reporting to inform customer success initiatives or operational improvement projects

Individual compensation will be commensurate with the candidate's experience.

Atlanta pay range

$53,000—$58,000 USD

Atlanta pay range 53000 - 58000 USD

About the Company

Infomedia

Automotive aftersales SaaS and DaaS platform

Infomedia provides cloud-based software and data services for the automotive aftersales market, primarily through a subscription model. Its products include Microcat EPC for precise parts identification, Microcat Market and SimplePart for online parts sales, Superservice for service-department tools, and Infodrive for data analytics, with AI capabilities via Intellegam. The company differentiates itself by offering an end-to-end, global platform that combines catalogs, e-commerce, service management, and analytics with a long track record dating back to 1987, delivering recurring revenue. Its goal is to boost dealer efficiency, grow parts and service sales, and provide data-driven insights at scale across its international footprint.

Company size: 501-1,000
Company stage: IPO
Headquarters: Sydney NSW, Australia
Founded: Not listed

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