Remote Associate Customer Support Specialist

Summary

Join our team as an Associate Customer Support Specialist and provide exceptional customer service while resolving complex technical issues with our fleet management software.

Requirements

• Previous experience in a customer support or technical support role, preferably in the software industry
• In-depth knowledge of fleet management software and related technologies is a plus!
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues effectively
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to customers clearly and concisely
• Customer-centric mindset with a passion for delivering exceptional support experiences
• Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously
• Proficiency in using customer support tools and software, including ticketing systems, CRM software, and remote support tools

Responsibilities

• Serve as the primary point of contact for basic technical support and product-related inquiries from customers using Fleetio
• Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy
• Demonstrate comprehensive knowledge of our fleet management software, including a basic understanding of its features, functionalities, and integrations
• Investigate complex software issues reported by customers, collaborating with Support Specialists, SME’s, and Shift Leads teams to identify and escalate customer issues to the appropriate team
• Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives

Benefits

• Multiple health/dental coverage options
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (12 weeks paid) non-birthing (4 weeks)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing funds - $150 quarterly
• Business expense stipend - $125 quarterly
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012