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Customer Support Specialist

Posted

Fleetio
Headquarters: Birmingham, AL
Region: USA
https://www.workable.com/j/8C7B4C228A
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As a Customer Support Specialist for Fleetio, your job is to support our customers and enable their success with our products. This is a demanding but rewarding role that requires a broad skillset. You’ll be directly responsible for keeping Fleetio’s customers happy and productive. You will also work with the product teams to test new features and provide feedback based on customer conversations.
Companies around the world rely on Fleetio to manage their fleet operations. Your job is to ensure that Fleetio’s customers have the best customer service experience possible.
We take customer service seriously. 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.

Responsibilities
  • Handle inbound customer requests via email and phone (90% email, 10% phone)
  • Quickly follow-up to resolve customer inquiries with helpful, personalized responses
  • Identify, reproduce and document bugs for the product teams
  • Assist the product teams by testing new features and bug fixes
  • Spot trends in customer issues and communicate to product teams
  • Work with 3rd party partners to escalate and resolve integration issues
  • Monitor and report on support metrics and KPIs and suggest improvements
  • Some travel may be required


Requirements
  • Ability to work 11am - 8pm ET / 10am - 7pm CT, Monday through Friday (remote setup or in Birmingham, AL headquarters office)
  • 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 company’s 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
  • 1+ years experience doing email-centric customer support for a web application is preferred
  • Some travel may be required


Benefits
  • 100% coverage of health and dental insurance
  • 401(k)
  • Meaningful equity as an early employee
  • Dependent Care FSA
  • Generous PTO and 7 company holidays
  • Mac laptop, book stipend and professional development funds
  • Health and wellness initiatives
  • Remote working friendly
  • Monthly catered lunches

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Apply for this position

https://www.workable.com/j/8C7B4C228A