Associate Customer Support Specialist

The Customer Support team is seeking a knowledgeable and customer-focusedindividual 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.

A little about us… Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June 2023 and are on an exciting trajectory as a company.

More about our team and company:

• Watch our culture videos: https://fleet.io/culture
• Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• Our careers page: https://www.fleetio.com/careers

Who you are

The ideal candidate for this role has served as the primary point of contact for basic technical support and product-related inquiries from customers in the software space. You've provided exceptional customer service through various channels, including phone and email while maintaining a high level of professionalism and empathy. The ideal candidate can demonstrate comprehensive knowledge of our fleet management software to customers, including a basic understanding of its features, functionalities, and integrations. Excelling in collaborative team environments, you will work closely with our Support Specialists and Shift Leads teams to escalate customer issues to the appropriate team. You continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives. This role will report to our Associate Customer Support Manager. The schedule for this role is Monday through Friday from either 10am-7pm CT, 11am-8pm ET, 9am-6pm MT, or 8am-5pm PT depending on your timezone.

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.

Your experience

• 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

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.

This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.

If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling (205) 718-7500.