Samsara is hiring a
Customer Support Specialist

Summary

Join Samsara's team as a Customer Support Specialist and help define the future of physical operations. As part of a rapidly growing service solutions company, you'll provide exceptional customer experience through troubleshooting account issues, providing account documentation, and assisting with escalations via phone, chat, and email.

Requirements

• 2+ years of experience in a customer-facing role within a contact center environment
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a fast-paced 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)
• Proficient with macOS
• Availability to work flexible hours (morning, night and/or 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)

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
• Spanish and/or 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