Motive
Transport • Artificial Intelligence • Enterprise
Motive is a company that provides an integrated operations platform designed to enhance the safety, productivity, and profitability of fleet management and operations. Utilizing cutting-edge AI technology, Motive offers solutions such as driver safety monitoring, fleet management, equipment monitoring, and spend management. These services provide unparalleled visibility into vehicles and equipment, automate workflows, reduce costs, and improve efficiency for industries like construction, oil & gas, public sector, food & beverage, and logistics. Motive is recognized as a leader in fleet management and empowers companies to maximize their operational potential with innovative solutions.
Technical Support Lead - Tracking and Telematics
Job not on LinkedIn
February 7
Motive
Transport • Artificial Intelligence • Enterprise
Motive is a company that provides an integrated operations platform designed to enhance the safety, productivity, and profitability of fleet management and operations. Utilizing cutting-edge AI technology, Motive offers solutions such as driver safety monitoring, fleet management, equipment monitoring, and spend management. These services provide unparalleled visibility into vehicles and equipment, automate workflows, reduce costs, and improve efficiency for industries like construction, oil & gas, public sector, food & beverage, and logistics. Motive is recognized as a leader in fleet management and empowers companies to maximize their operational potential with innovative solutions.
đź“‹ Description
• Motive empowers people who run physical operations with tools to make their work safer, more productive, and more profitable. • The Lead Technical Support Engineer role is a senior subject matter expert responsible for providing complex technical support for a range of products and services. • As an L4 support engineer, the Lead Technical Support Engineer is the go-to individual for troubleshooting complex issues or product-level bugs that cannot be resolved by Technical Support Engineers. • The Lead Technical Support Engineer also provides leadership to the technical support team, including mentoring and training other engineers. • Responsible for driving continuous improvement in the technical support process by identifying and analyzing trends in customer issues.
🎯 Requirements
• Minimum 3-year tenure in Technical Support | Customer Support • Respond to customer inquiries and issues: Provide timely and accurate responses to customer inquiries and issues via phone, email, or chat. • Diagnose and troubleshoot technical issues: Use technical knowledge and analytical skills to diagnose and troubleshoot technical issues. Identify root causes of problems and develop effective solutions to address them. • Escalate issues as needed: When an issue cannot be resolved at the Technical Support level, escalate the issue to the appropriate team or personnel. Provide detailed information about the issue and steps taken to resolve it. • Document technical issues and solutions: Maintain detailed records of customer inquiries, issues, and solutions in a ticketing system or other databases. Ensure that information is accurate, up-to-date, and easily accessible to other team members. • Collaborate with cross-functional teams: Work closely with other teams, such as Tier 1 support, engineering, and product management, to resolve complex issues and improve customer support processes. • Contribute to knowledge management: Develop and update knowledge base articles, FAQs, and other support materials to help customers resolve common issues independently. • Provide excellent customer service: Maintain a positive and professional attitude while providing customer support. Strive to exceed customer expectations and provide a high level of customer satisfaction. • Participate in on-call rotation: Be available to provide technical support during off-hours, weekends, and holidays as part of an on-call rotation schedule. • These responsibilities require excellent communication and problem-solving skills, technical knowledge and analytical skills, attention to detail, and the ability to work well in a team-oriented environment.
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