Remote Bilingual Customer Support Specialist

Summary

Join Samsara's team as a Customer Support Specialist and help shape the future of physical operations. As part of our rapidly growing service solutions, you'll provide exceptional customer experience, troubleshoot account issues, and assist with escalations via phone, chat, and email. This is a remote position that requires occasional assistance to our Mexico City office.

Requirements

• 1-3 years of experience in a customer-facing role within a contact center environment
• English and Spanish Fluency is a must
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Salesforce, ServiceCloud)
• Ability to work flexible hours (nights and weekends) - Schedules are assigned based on the needs of the business, you must be willing to work the assigned schedule (5 days a week, 8-hour shift with 2 continuous days off)
• Proficient with macOS

Responsibilities

• Help Customers with a wide range of general inquiries on billing issues and questions
• Handle customer questions about contract renewals and cancellations
• Solve customer issues and escalations about Samsara products and services
• Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Preferred Qualifications

• Experience supporting service requests in billing, RMA, cancellations, and renewals
• Experience supporting telematics systems, ELDs, and hours of service compliance is a plus
• French fluency is a plus

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more