Associate Customer Support Specialist
Skills
- Previous customer or technical support experience (software industry preferred)
- Strong troubleshooting and analytical problem-solving skills
- Excellent verbal and written communication with ability to explain technical concepts clearly
- Experience with ticketing systems, CRM tools, and remote support software
- Customer-centric mindset and strong organizational skills
- Ability to collaborate with cross-functional teams and escalate appropriately
- Fluency in English required; Spanish or French fluency highly desirable
Responsibilities
- Serve as primary point of contact for tier 1 technical and product inquiries via phone and email
- Provide professional, empathetic customer service and resolve common technical issues
- Demonstrate and explain core features, functionality, and integrations of the Fleetio platform
- Investigate reported issues and collaborate with Support Specialists, SMEs, Shift Leads, and Support Engineering to escalate when needed
- Document cases, update knowledge base/content, and identify process improvements to streamline support workflows
- Prioritize and manage multiple tickets while maintaining response and resolution quality
- Be available for occasional evening or weekend coverage as required
Education
- High school diploma or equivalent required
- Associate’s or Bachelor’s degree in a related field preferred but not required
Benefits
- Multiple health and dental coverage options (100% employee, 50% family coverage)
- Vision insurance
- Incentive stock options
- 401(k) with 4% match
- 4 weeks PTO (increases at year two); 12 company holidays + 2 floating holidays
- Parental leave (16 weeks for birthing parent, 4 weeks for non-birthing parent)
- FSA & HSA options
- Short and long term disability (short term 100% paid)
- Professional development and wellbeing funds
- Community service funds
- Business expense stipend and new hire equipment stipend (Mac laptop provided)
- Monthly catered lunches and stocked kitchen
- Remote-friendly work culture
Average salary estimate
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