Homeoffice Customer Tech Support Specialist

About The Role

A rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology is seeking a service-minded Technical Support Specialist . This organization is known for its fleet intelligence platform that serves safety and operations teams, empowering businesses in construction, utilities, field services, and last mile delivery to streamline data across one powerful platform. Following consistent organic growth and a recent investment, there is an exciting opportunity to expand the team.

As part of the Customer Support Team , the role is responsible for providing technical support for hardware and software applications to the customer base via a real-time omnichannel approach (Salesforce, email, and phone). The person in this position will be part of the Customer Experience (CX) organization, working with a highly skilled team dedicated to delivering best-in-class customer care.

The role will demand a blend of independent work and collaboration, as the candidate will engage closely with other teams and vendor partners to enhance the overall customer experience while maintaining a professional demeanor and quick response times to both internal and external customers.

**Remote candidates with the ability to work flexible schedules (nights & weekends) are encouraged to apply.**

What you'll do:

- Become an expert on all products and services comprised of hardware, software, analytics, and artificial intelligence across various industries.

- Take ownership of requests, focusing on diagnosing and solving customer issues utilizing a complex suite of backend systems, and escalate to Tier 2/Tier 3 when further education or guidance is needed.

- Document all communications, issues, and resolutions methodically using Salesforce, Jira, and other business applications.

- Collaborate closely with Sales, Product, Engineering, and Customer Experience teams to effectively communicate and resolve customer issues in a timely manner.

- Contribute innovative ideas and solutions for enhancing Support processes and documenting best practices in troubleshooting techniques.

- Achieve a call answer rate of 95%, maintain a 2% abandon rate, and handle cases with an average time of 5 minutes or less while targeting an initial response time of 2 hours or less during business hours.

- Strive to achieve a Tier 1 resolution rate across customer segments with a case average open target of 3 business days.

- Maintain an average CSAT Score of 4.5 across post-support case surveys.

What you'll need in order to do it:

- Minimum 2 years of experience in a technical product support role; experience with data manipulation, APIs, SaaS, mobile computing, and/or telematics is a plus.

- An interest and capability to thrive in a fast-paced work environment with shifting responsibilities in a high-growth organization.

- Highly organized, with the ability to learn quickly and a curiosity to understand complex applications where limited standardization exists.

- Strong communication skills to convey information clearly and concisely to customers at all levels (executives, management, operations personnel, etc.).

- Excellent relationship-building and interpersonal skills, with the capability to effectively problem-solve.

- A passion for customer advocacy and a drive to exceed goals in a fast-paced environment.

- Technical fluency and enthusiasm for leveraging technology to enhance customer profitability and operational efficiency.

- Proficiency in data analytics is preferred.

- Ability to manage customer expectations in complex situations while aligning with best practices.

- Self-management proficiency with the ability to establish and prioritize schedules.

- Capacity to understand complex solutions and effectively communicate their value to target audiences.

- Possess excellent oral and written communication skills, able to convey information to internal and external stakeholders.

- A motivated, detail-oriented team player with a capacity to share and present compelling stories related to the organization’s offerings.

- Demonstrated ability to collaborate with customer experience, sales, operations, and marketing to develop appropriate training programs and materials.

- Acquire extensive product knowledge of all hardware and software solutions to successfully support the customer base.

- Work collaboratively with customers and partners to develop optimal solutions to meet their objectives.

- Experience with Microsoft 365 Enterprise E5 products and services is preferred.

- Flexibility to work non-standard hours, including nights and weekends, as business needs arise.

- An associate's degree or higher in information systems, business, or a technological background is a plus.

- **Bilingual (English/Spanish) preferred!**

The values to embody in this role

- Embrace and Drive Change – remain agile and forward-thinking.

- Think Bigger – commit to personal and organizational growth.

- Execute with Passion and Urgency – always bring your best effort.

- Be a Good Human – treat all individuals with respect.

- Drive Trust and Transparency – practice open and honest communication.

- Always Put the Customer First – maintain a customer-centric mindset.

Benefits

A competitive annual compensation range of $55,000 - $60,000 based on experience is offered. The organization also provides outstanding benefits that aim to simplify the lives of employees, showing appreciation for their contributions. This includes company-subsidized medical, dental, and vision insurance for all full-time employees and a 401K with a 4% company contribution.