Fleetio

Associate Customer Support Specialist

Fleetio

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • 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.

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 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.
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 #LI-REMOTE
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
fleet management softwaretroubleshootingtechnical supportcustomer support
Soft Skills
analytical skillsproblem-solving skillscommunication skillscustomer-centric mindsetorganizational skills