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Customer Support Specialist - Remote

Posted 3 days ago
Customer Service
Full Time
USA

Overview

The Customer Support team is seeking a knowledgeable and customer-focused team member to join our team as a Customer Support Specialist! As a 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.

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

Fleetio

Fleetio

Fleetio is a modern software platform dedicated to helping organizations worldwide manage their fleet operations efficiently. With a strong presence in the transportation technology market, Fleetio has garnered a loyal customer base and continues to grow rapidly, having raised $144 million in Series C funding in June 2023. The company is recognized as a founding member of the Rails Foundation and is committed to fostering a diverse and inclusive work environment. Fleetio emphasizes collaboration across teams, innovative solutions, and customer satisfaction, making it a leader in the fleet management software industry.

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