Overview

As a Customer Support Specialist for Fleetio, your job is to work directly with our customers to support their success using our software. Youll be directly contributing to our customers productivity, satisfaction, and loyalty by providing the highest level of customer service. This is a demanding but rewarding role that requires superior communication skills, a great attitude, and the desire to continually learn.
As a member of the Customer Support team, youll work with other highly motivated Customer Support Specialists to manage user interactions via email, phone, and chat. You will work with and be supported by several other Fleetio teams (Accounting, Engineering, Sales, Success) including providing direct customer feedback to the Product Strategy Team.
Our ideal candidate is someone who is excited to jump in, research, troubleshoot, and would enjoy crushing a queue each day. This person will juggle phone, online chat, and email support. This is a queue-heavy, frontline support role with 1-2 projects for downtime.
Were looking for a personable, high-energy, team-oriented, and tech-savvy team member who excels at helping customers solve their problems. We take customer service seriously and consider this role essential to the companys success. Please take the chance to brag on yourself in your cover letter by including any Support related metrics (CSAT, ticket/case volumes, etc). Be sure to mention coffee in your application so we know you actually read this.

What you’ll be doing
Handle inbound customer requests via email, phone, and chat
Quickly follow-up to resolve customer inquiries with helpful, personalized responses
Identify, reproduce and document issues for the product teams
Assist the product teams by testing new features and issue resolutions
Spot trends in customer issues and communicate with product teams
Work with 3rd party partners to escalate and resolve integration issues
Monitor and report on support metrics and KPIs and suggest improvements

What’s in it for you
Work with fascinating customers and prospects from all around the world
Be a part of an incredible team of A players who go above and beyond to make Fleetio a successful company
Work from our awesome HQ in downtown Birmingham, AL in order to collaborate and strategize with our success, sales, and product teams
Requirements
Must be able to work Monday through Friday from 7am – 4pm Central Time
At least 1 year of experience doing email-centric customer support for a web application is strongly preferred
Genuine empathy for customers, and desire to make them feel happy and understood
Passion for exceptional customer service and appreciation for its role in a companys success
Excellent writing and communication skills
Resourceful and determined, yet not afraid to ask for help
Natural troubleshooting skills and ability to creatively problem solve
Serious attention to detail and follow up
Ownership of escalation and problem resolution
Ability to work in a team environment
Excited by technology and its ability to make you more productive
Some travel may be required
Benefits
100% coverage of health and dental insurance
401(k) + match
Company stock
Dependent Care FSA and Medical FSA
Generous PTO and 8 company holidays
Maternity/Paternity leave
Mac laptop, book stipend, and professional development funds
Health and wellness initiatives
Remote working friendly
Monthly catered lunches and office snacks

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 accommodation to fill out the online application, please let us know by calling (205) 718-7500 or emailing [email protected]


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