Customer Support Specialist (Remote)

Columbia, MD
Jan 25, 2022
Jan 27, 2022
Full Time
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.As a Customer Support Specialist for Fleetio, your job is to work directly with our customers to support their success using our software. You'll be directly contributing to our customers' productivity, satisfaction, and loyalty by providing the highest level of customer service. This is a demanding but rewarding role that requires superior communication skills, a great attitude, and the desire to learn continually.As a member of the Customer Support team, you'll work with other highly motivated Customer Support Specialists to manage user interactions via email, phone, and chat. You will work with several other Fleetio teams (Accounting, Engineering, Sales, Customer Success), including providing direct customer feedback to the Product Strategy Team.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. This person must be able to work Monday - Friday from 10am-7pm CT.We're looking for a personable, high-energy, team-oriented, and tech-savvy team member who excels at helping customers solve their problems. 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 DoingHandle inbound customer requests via email, phone, and chatQuickly follow-up to resolve customer inquiries with helpful, personalized responsesIdentify, reproduce and document issues for the product teamsAssist the product teams by testing new features and issue resolutionsSpot trends in customer issues and communicate with product teamsWork with 3rd party partners to escalate and resolve integration issuesMonitor and report on support metrics and KPIs and suggest improvementsWhat's In It For YouWork with fascinating customers and prospects from all around the worldBe a part of an incredible team of "A" players who go above and beyond to make Fleetio a successful companyWork remotely from anywhere in the US with a solid internet connectionStrong Remote culture focused on cross-team collaboration and company-wide engagement RequirementsAt least 1 year of experience providing multi-channel support (email, phone and chat) of a SaaS product Must reside in the United States Must be able to work Monday through Friday from 10am-7pm CTIdeally, our top candidate has previous experience in Salesforce Service Cloud Omni-ChannelGenuine empathy for customers, and desire to make them feel happy and understoodPassion for exceptional customer service and appreciation for its role in a company's successExcellent writing and communication skillsResourceful and determined, yet not afraid to ask for helpNatural troubleshooting skills and ability to creatively problem-solveSerious attention to detail and follow-throughOwnership of escalation and problem resolutionAbility to work in a team environmentExcited by technology and its ability to make you more productiveBenefits100% health/dental coverage (50% coverage for family)Vision insuranceIncentive stock options401(k) match of 4%PTO - 4 weeks8 company holidays + 2 floating holidaysParental and bonding leaveDependent care and medical FSAShort and long term disabilityCommunity service fundsProfessional development fundsHealth and wellness initiativesMac laptopMonthly catered lunchesFully stocked kitchen with tons of drinks & snacksRemote working friendly since 2012Fleetio 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 accommodation to fill out the online application, please let us know by calling (205) 718-7500 or emailing