Customer Support Specialist

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 Customer Support Manager. The schedule for this role is Monday through Friday 10am – 5pm CT.

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.