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.
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.
Nice to Have
- In-depth knowledge of fleet management software and related technologies
Benefits
- Multiple health/dental coverage options (100% 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 paid)
- FSA & HSA options
- Short and long term disability (short term 100% paid)
- Community service funds
- Professional development funds
- Wellbeing fund - $150 quarterly
- Business expense stipend - $125 quarterly
- Mac laptop + new hire equipment stipend
- Fully stocked kitchen with tons of drinks & snacks (BHM only)
Additional Information
- Flexibility to work occasional evenings or weekends to accommodate customer needs.
- Monday through Friday 9am - 6pm EST.
