Customer Support Specialist

Customer Support Specialist (Remote)

Birmingham, Alabama, United States

Customer Support

Remote

Description

We are seeking a highly knowledgeable and customer-focused individual to join our team as a Customer Support Specialist. As a Customer Support Specialist, you will be the go-to product expert for our fleet management software, providing advanced technical support and in-depth product knowledge to our customers. You will play a critical role in ensuring customer satisfaction, resolving complex technical issues, and delivering exceptional support experiences. This position requires a deep understanding of our fleet management software, strong problem-solving skills, and the ability to communicate technical concepts effectively.

What’s Fleetio?

Fleetio (pronounced “flee-tee-oh”) is a leading provider of fleet management SaaS that helps organizations of all sizes track, analyze, automate, and manage their vehicles and equipment. With a purpose-built, easy-to-use, and comprehensive suite of tools and features, Fleetio makes it easy for fleet managers to optimize their operations, reduce costs, and improve safety and compliance.

We’ve become a trusted partner for thousands of businesses across the globe, from small startups to large enterprises. With a focus on innovation, customer success, and sustainable growth, Fleetio is on a mission to transform fleet management.

What makes us special, you might ask? We’ve been remote-friendly since 2012 and have been recognized as Birmingham Alabama’s Best Places to Work five years in a row. We have over 200 employees all over the United States, Canada, and Mexico, and have over 5000 paying customers in 70+ countries. It’s an exciting time at Fleetio as we’re growing 50+% year on year and have just closed our Series C round led by our incredible investment partner, Elephant. We’re building the fleet management platform of the future – the single screen for fleet managers to drive their businesses forward.

More about our product and company:

• Fleetio product overview video:

Our careers page: Check us out on Glassdoor (i.e., people love working here):

What you’ll be doing

• Serve as the primary point of contact for advanced technical support and product-related inquiries from customers using Fleetio.
• Provide exceptional customer service through various channels, including phone, email, and live chat, while maintaining a high level of professionalism and empathy.
• Demonstrate expert knowledge of our fleet management software, including its features, functionalities, and integrations.
• Troubleshoot complex technical issues ensuring prompt and effective resolution.
• Investigate and analyze software issues reported by customers, collaborating with the product development team to identify and implement solutions.
• Develop and maintain comprehensive product documentation, including FAQs, knowledge base articles, and troubleshooting guides, to empower customers to self-serve.
• Conduct product training sessions and webinars for customers, ensuring they have a deep understanding of the software’s capabilities and how to leverage them effectively.
• Collaborate closely with the product development and quality assurance teams to relay customer feedback, suggest enhancements, and ensure timely bug resolution.
• Stay updated on industry trends and best practices related to fleet management software, sharing insights and recommendations with customers to optimize their operations.
• Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.

This is a position we consider essential to the company’s success. Be sure to mention coffee in your cover letter so we know you actually read this.

What’s in it for you

• Be a part of an incredible team of “A” players who go above and beyond to make Fleetio a successful company. We’re a customer-centric team with a great product, excellent support, and countless happy customers.
• Work remotely (within the United States), or at our Birmingham, AL HQ. We strive to promote a strong remote working culture and have done so since the beginning.

Our team

The Support Team at Fleetio is a group of knowledgable and hardworking individuals. Our ownership and pursuit of excellence is felt by our customers and our team. We want the best for our users and our team members and it shows in everything that we do. Come lend your experience to help us become even better.

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.
• 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.

Considered a plus

• Fleet management and/or feet management software experience.
• Ability to speak English and Spanish.

Benefits

• 100% health/dental coverage (50% coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO – 4 weeks
• 8 company holidays + 2 floating holidays
• Parental and bonding leave
• Dependent care and medical FSA
• Short and long term disability
• Community service funds
• Professional development funds
• Health and wellness initiatives
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE

Fleetio 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 an accommodation to fill out the online application, please let us know by calling (205) 718-7500 or emailing