Fleetio seeks an Associate Customer Support Specialist to be the first point of contact for customers using our fleet management software. You’ll provide basic technical support and product knowledge, ensuring customer satisfaction by resolving complex issues and delivering exceptional service.
What You'll Do
- Serve as the primary point of contact for basic technical support and product-related inquiries from customers.
- 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 its features, functionalities, and integrations.
- Investigate complex software issues, collaborating with Support Specialists, SMEs, Shift Leads, and Support Engineering teams to escalate issues appropriately.
- Continuously identify opportunities to improve the customer support process, including streamlining workflows and enhancing documentation.
What We're Looking For
- 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 verbal and written communication skills, with the ability to convey technical concepts clearly and concisely.
- A 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.
Nice to Have
- In-depth knowledge of fleet management software and related technologies.
Team & Environment
You will work closely with Support Specialists, SMEs, Shift Leads, and Support Engineering teams, reporting to the Customer Support Manager.
Benefits & Compensation
- 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)
Work Mode
This is a remote position open to candidates located within the USA.
Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.
