Customer Support Specialist

Summary

Join Fleetio's Customer Support team as a Customer Support Specialist, where you will be the primary point of contact for our fleet management software, providing technical support and product knowledge to customers. You will ensure customer satisfaction, resolve complex issues, and deliver exceptional support experiences. This role demands a deep understanding of fleet management software, strong problem-solving skills, and effective communication. The position involves collaborating with other support specialists and escalating issues as needed. You will also identify opportunities to improve the customer support process. The schedule is Monday through Friday, 10 am - 7 pm EST.

Requirements

• Previous experience in a customer support or technical support role, preferably in the software industry
• 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
• Flexibility to work occasional evenings or weekends to accommodate customer needs

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, Shift Leads, and Support Engineering 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

Preferred Qualifications

In-depth knowledge of fleet management software and related technologies is a plus!

Benefits

• Multiple health/dental coverage options (100% monthly cost coverage for employee, 50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks (increases at year two)
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 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
• Remote working friendly since 2012