Customer Tech Support Specialist

Description

Technical Support

pecialist.

We are looking for experienced, remote candidates who have the ability to work flexible schedules (nights & weekends).

Hours would be Tuesday - Saturday 8am-5pm EST.

What you'll do:

• Become an expert on all IntelliShift products and services comprised of hardware, software, analytics, and artificial intelligence across various industries.
• Take ownership of requests with focus on diagnosing and solving internal and external customer issues utilizing a complex suite of backend systems and tools, escalating to Tier 2/Tier 3 when further education or guidance is needed.
• Methodically document all communications, issues, and resolutions of customer issues using Salesforce, Jira, and other business applications.
• Collaborate closely with Sales, Product, Engineering, and Customer Experience teams to effectively communicate and resolve customer issues in a timely manner.
• Contribute innovative ideas and solutions for the ongoing enhancement of our Support processes, as well as the documentation of best practices in troubleshooting techniques related to IntelliShift products and services.
• Achieve a 95% call answer rate, 2% abandon rate, and case average handle time of 5 minutes or less while targeting an initial response rate of 2 hours or less during business hours with customers.
• Achieve a Tier 1 resolution rate across customer segments with a case average day open target of 3 business days.
• Achieve and maintain an average CSAT Score of 4.5 across post-support case surveys.

What you'll need in order to do it:

• Minimum 2 years experience in a technical product support role; data manipulation and triage, exposure to APIs, and experience in SaaS, mobile computing, and/or telematics are a plus.
• Interest and ability to work in a fast-paced work environment with shifting responsibilities within a high-growth company.
• Highly organized, ability to learn quickly with intellectual curiosity to understand complex applications where limited standardization and knowledge bases exist .
• Ability to communicate information clearly and concisely to internal and external customers at all levels (executive stakeholders, management, operations personnel, etc.).
• Strong relationship building and interpersonal skills, with the ability to effectively problem-solve.
• Passionate about customer advocacy with the drive to continually exceed goals in a fast-paced, high growth company.
• Technical fluency and enthusiastic about technology and how it can be leveraged to make customers more financially profitable and operationally efficient.
• Proficient with data analytics.
• Ability to manage customer expectations in complex situations as well as align best practices.
• Ability to be proactive and manage multiple priorities and tasks simultaneously.
• Must be self-managed and able to develop and maintain schedule and priorities.
• Ability to understand complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences.
• Possess excellent oral and written communication skills and the ability to convey information to internal and external audiences across all levels of an organization.
• A motivated and results-oriented team player with the demonstrated ability to focus on details and be able to tell and present the IntelliShift story.
• Demonstrated ability to work closely with customer experience, sales, operations and marketing to develop training programs and materials in support of the customer cycle.
• Acquire detailed product knowledge of all hardware and software solutions to execute and successfully support our customer base.
• Work with customers and partners to develop best solutions to use the solutions as a means to accomplish their objectives.
• Experience with Microsoft 365 Enterprise E5 products and services.
• Able to work flexible hours, including nights and weekends as business needs arise.
• Associates degree or higher in information systems, business, or technology background is a plus.

• Bilingual (English/Spanish) preferred!

The values you’ll live by as part of the team:

• Embrace and Drive Change – remain nimble and forward thinking
• Think Bigger - commit to growing the organization and as an individual
• Execute with Passion and Urgency – bring your “A” game
• Be a Good Human – treat everyone with respect
• Drive Trust and Transparency – open and honest communication always
• Always Put the Customer First – maintain a customer-centric mindset

Benefits