Associate Customer Support Specialist - Remote

Overview

The Customer Support team is seeking a knowledgeable and customer-focused individual to join our team as an Associate Customer Support Specialist! As an Associate Customer Support Specialist, you will be the first point of contact for our fleet management software, providing basic technical support and product knowledge to our customers. You will play a critical role in ensuring customer satisfaction, resolving complex technical issues, and delivering exceptional support experiences. This position requires a deep understanding of fleet management software, strong problem-solving skills, and the ability to communicate technical concepts effectively.

In Short

• 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.

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.
• Flexibility to work occasional evenings or weekends to accommodate customer needs.
• Fluency in English is required; fluency in Spanish or French is a HUGE 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
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012