Customer Support Specialist
Fleetio
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.
Our ideal candidate is someone who is excited to jump in, research, troubleshoot, and would enjoy crushing a queue each day. This person will juggle the phone, online chat, and email support. This is a queue-heavy, frontline support role with 1-2 projects for downtime.
We’re looking for a personable, high-energy, team-oriented, and tech-savvy team member who excels at helping customers solve their problems. We take customer service seriously and consider this role essential to the company’s success. Please take the chance to brag on yourself in your cover letter by including any Support related metrics (CSAT, ticket/case volumes, etc). Be sure to mention coffee in your application so we know you actually read this.
What you'll be doing
- Handle inbound customer requests via email, phone, and chat
- Quickly follow-up to resolve customer inquiries with helpful, personalized responses
- Identify, reproduce and document issues for the product teams
- Assist the product teams by testing new features and issue resolutions
- Spot trends in customer issues and communicate with product teams
- Work with 3rd party partners to escalate and resolve integration issues
- Monitor and report on support metrics and KPIs and suggest improvements
What's in it for you
- Work with fascinating customers and prospects from all around the world
- Be a part of an incredible team of A players who go above and beyond to make Fleetio a successful company
- Work remote from anywhere in the US with a solid internet connection
- Strong Remote culture focused on cross-team collaboration and company-wide engagement
Requirements
- Must reside in the United States and be able to work remotely Monday through Friday 9am - 6pm CST.
- At least 1 year of experience providing multi-channel support (email, phone, and chat) of a SaaS product
- Genuine empathy for customers, and desire to make them feel happy and understood
- Passion for exceptional customer service and appreciation for its role in a company’s success
- Excellent writing and communication skills
- Resourceful and determined, yet not afraid to ask for help
- Natural troubleshooting skills and ability to creatively problem solve
- Serious attention to detail and follow up
- Ownership of escalation and problem resolution
- Ability to work in a team environment
- Excited by technology and its ability to make you more productive
- Minimal travel may be required
Benefits
- 100% coverage of employee health and dental insurance
- 401(k) + match
- Company stock options
- Vision, STD & LTD
- Dependent Care FSA and Medical FSA
- Generous PTO and 8 company holidays
- Maternity/Paternity leave
- Community service funds
- Mac laptop
- Professional development funds
- Health and wellness incentives
- Remote working friendly & quarterly funds
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