SaaS Associate Customer Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main point of contact for basic technical assistance and product-related questions from customers utilizing Fleetio.

• Deliver outstanding customer service for tier 1 inquiries via phone, ensuring a high level of professionalism and empathy.

• Exhibit thorough knowledge of Fleetio’s fleet management software, including a fundamental understanding of its features, functionalities, and integrations.

• Explore complex software issues reported by customers, working alongside Support Specialists, Subject Matter Experts (SMEs), Shift Leads, and Support Engineering teams to pinpoint and escalate customer concerns to the appropriate team.

• Consistently seek opportunities to enhance the customer support process, which includes optimizing workflows, improving documentation, and executing customer-focused initiatives.

• Report directly to the Customer Support Manager.

⛳️ Requirements

• Prior experience in a customer support or technical support role, ideally within the software industry.

• Extensive knowledge of fleet management software and associated technologies is advantageous!

• Strong analytical and problem-solving abilities, capable of effectively troubleshooting complex technical challenges.

• Excellent verbal and written communication skills, proficient in conveying technical concepts clearly and succinctly.

• A customer-focused mindset with a dedication to providing exceptional support experiences.

• Strong organizational abilities and the capacity to prioritize and manage multiple tasks at once.

• Proficiency with customer support tools and software, including ticketing systems, CRM software, and remote support tools.

• Willingness to work occasional evenings or weekends to meet customer needs.

• Availability to work Monday through Friday, from 10am to 7pm BST.

🏝️ Benefits

• A variety of health/dental coverage options (100% coverage for employees, 50% for families)

• Vision insurance

• Incentive stock options

• 401(k) match of 4%

• Paid time off - 4 weeks (increases after the second year!)

• 12 company holidays plus 2 floating holidays

• Parental leave - 16 weeks paid for birthing parents, 4 weeks paid for non-birthing parents

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options

• Short and long-term disability coverage (100% paid for short term)

• Community service funding

• Professional development funding

• Wellbeing fund - $150 quarterly

• Business expense stipend - $125 quarterly

• Mac laptop and new hire equipment stipend

• Fully stocked kitchen with a wide range of drinks and snacks (BHM only)

• Remote work-friendly since 2012