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Technical Customer Support Representative

2 months ago

Commack, New York, United States IntelliShift Full time

At IntelliShift, we are a dynamic B2B SaaS organization with two decades of experience in fleet management solutions. Our platform serves as the intelligence hub for safety and operations teams, enabling businesses in construction, utilities, field services, and last-mile delivery to transition from fragmented data systems to a unified, robust platform. We equip our clients with unprecedented insights to enhance safety, drive operational efficiency, and make informed decisions. Our consistent growth, bolstered by a recent significant investment, has prompted the expansion of our exceptional team, and we are currently in search of a dedicated Technical Customer Support Representative.

As a member of our Customer Support Team, your primary responsibility will be to deliver technical assistance for IntelliShift's hardware and software solutions to our customer base through a real-time, omnichannel approach. You will be an integral part of IntelliShift's Customer Experience (CX) organization, collaborating with a team of highly skilled representatives who possess diverse technical expertise to provide top-tier customer service.

Your role will involve both independent and collaborative work, requiring you to maintain a professional demeanor while responding promptly to both internal and external inquiries. You will also work closely with other IntelliShift teams and vendor partners to enhance the overall customer experience.

Key Responsibilities:

  • Develop a comprehensive understanding of all IntelliShift products and services, including hardware, software, analytics, and artificial intelligence across various sectors.
  • Take ownership of customer inquiries, focusing on diagnosing and resolving issues using a complex suite of backend systems and tools, escalating to higher tiers when necessary.
  • Thoroughly document all interactions, issues, and resolutions using Salesforce, Jira, and other business applications.
  • Work collaboratively 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 continuous improvement of our support processes and documentation of best practices in troubleshooting techniques.
  • Achieve performance metrics, including a 95% call answer rate, 2% abandon rate, and an average case handling time of 5 minutes or less, while targeting an initial response time of 2 hours or less during business hours.
  • Maintain a Tier 1 resolution rate across customer segments with an average case open target of 3 business days.
  • Achieve and sustain an average Customer Satisfaction (CSAT) Score of 4.5 across post-support case surveys.

Qualifications:

  • Minimum of 2 years of experience in a technical product support role; familiarity with data manipulation, APIs, and experience in SaaS, mobile computing, and/or telematics is advantageous.
  • Ability to thrive in a fast-paced environment with shifting responsibilities within a high-growth organization.
  • Highly organized with a quick learning ability and intellectual curiosity to understand complex applications.
  • Excellent communication skills, capable of conveying information clearly and concisely to various stakeholders.
  • Strong interpersonal skills with a focus on relationship building and effective problem-solving.
  • Passionate about customer advocacy and driven to exceed goals in a dynamic, high-growth setting.
  • Technical proficiency and enthusiasm for technology and its potential to enhance customer profitability and operational efficiency.
  • Proficient in data analytics.
  • Ability to manage customer expectations in complex situations and align with best practices.
  • Self-managed with the capability to prioritize and manage multiple tasks simultaneously.
  • Ability to articulate complex solutions and their value propositions in an easily understandable manner.
  • Exceptional oral and written communication skills, capable of engaging with audiences at all organizational levels.
  • A motivated team player with a keen attention to detail and the ability to effectively present the IntelliShift narrative.
  • Experience collaborating with customer experience, sales, operations, and marketing to develop training programs and materials.
  • Acquire in-depth product knowledge of all hardware and software solutions to effectively support our customer base.
  • Work with customers and partners to identify optimal solutions to achieve their objectives.
  • Familiarity with Microsoft 365 Enterprise E5 products and services.
  • Willingness to work flexible hours, including nights and weekends as business needs arise.
  • Associates degree or higher in information systems, business, or a technology-related field is a plus.
  • Bilingual (English/Spanish) preferred

Core Values:

  • Embrace and Drive Change – remain adaptable and forward-thinking.
  • Think Bigger – commit to personal and organizational growth.
  • Execute with Passion and Urgency – bring your best effort.
  • Be a Good Human – treat everyone with respect.
  • Drive Trust and Transparency – maintain open and honest communication.
  • Always Put the Customer First – uphold a customer-centric mindset.

Compensation and Benefits:

We offer a competitive annual salary, ranging from $55,000 to $60,000 based on experience. Our comprehensive benefits package is designed to simplify the lives of our employees and demonstrate our appreciation for their contributions. IntelliShift provides company-subsidized medical insurance for all employees, along with largely subsidized coverage for families, dental, vision, and a 401K plan with a 4% company contribution.