Workyard

Support Engineer

• Remain actively available on phone and chat queues during scheduled shifts
• Handle a high volume of inbound customer interactions in real time
• Maintain strong response times and availability metrics
• Assist customers with general product usage questions
• Troubleshoot basic issues and provide step-by-step guidance
• Troubleshoot GPS and location issues on mobile and web applications
• Assist with geofence setup and troubleshooting
• Support expense product questions, including how to activate and use cards
• Answer basic questions regarding forms
• Escalate complex or technical issues to Tier 2 or appropriate teams when needed
• Answer customer inquiries related to invoices and charges, plan details and pricing, billing cycles and proration
• Explain billing adjustments clearly and professionally
• Updating payment information
• Identify and assist with duplicate user profiles
• Guide customers through resolving duplicate accounts
• Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolution
• Accurately document all customer interactions in the support system
• Maintain high availability on phone and chat support
• Meet or exceed response time and resolution targets

Technical Support Specialist