SaaS Associate Customer Support Specialist

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Fleetio

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

📦 Logistics

💼 Consulting

🚗 Transport

💰 $21.1M Series B on 2020-11

Logistics • Consulting • Transport

Fleetio is a comprehensive fleet management software provider that helps organizations track, analyze, and improve their fleet operations. The platform offers tools for vehicle maintenance, tracking fuel usage, managing drivers, and ensuring regulatory compliance. Fleetio aims to enhance efficiency and reduce costs for businesses with fleets of all sizes by providing real-time data and insights.

📋 Description

• 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 Fleetio’s 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. • Report to the Customer Support Manager.

🎯 Requirements

• 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 verbal and written communication skills, with the ability to convey technical concepts clearly and concisely. • Customer-centric mindset with a passion for delivering exceptional support experiences. • Strong organizational skills and ability to prioritize and manage multiple tasks simultaneously. • Proficiency with 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. • Availability for Monday through Friday, 10am–7pm BST.

🏖️ Benefits

• Multiple health/dental coverage options (100% 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 paid) • FSA & HSA options • Short and long term disability (short term 100% paid) • Community service funds • Professional development funds • Wellbeing fund - $150 quarterly • Business expense stipend - $125 quarterly • Mac laptop + new hire equipment stipend • Fully stocked kitchen with tons of drinks & snacks (BHM only) • Remote working friendly since 2012