Customer Support Advisor

MICHELIN CONNECTED FLEET is a Michelin Group Company, within its Connected Solutions (CXS) division. We are a player in a high-growth, competitive technology industry.
Following a period of transformation and repositioning, Michelin Connected Fleet has launched a growth strategy covering go-to-market, product, and a significant investment in talent.

We help B2B fleets operate in a profitable and sustainable way.
We approach fleets by business needs, helping address their most important challenges, such as:

1. Cost control

2. Safety and compliance

3. Cargo and vehicle security

4. Monitoring of cargo

5. Productivity and on time delivery

Our offer delivers an IoT solution
which enables customers to manage and optimize their entire fleet. The IoT solution includes a high-performance SaaS platform and a family of embedded devices which are installed in assets and vehicles to provide real-time telemetry data feeds.

Today, as part of the Michelin group,
we have 800,000 connected vehicles across Europe, North America, and Latin America
. Our ambition is to be the #1 global fleet management business and, as such, we are expanding into new markets.

POSITION SUMMARY:

The Customer Support Advisor is a key member of the Michelin Connected Fleet Customer Experience team, responsible for delivering an exceptional customer service experience. This role focuses on resolving customer inquiries related to our solutions and services, managing complex issues with care, and acting as a brand ambassador who reflects the Michelin ethos in every interaction.

This role requires a high level of professionalism, empathy, and technical aptitude, while also supporting continuous improvement initiatives and collaborating with cross-functional teams to advocate for customer needs.

DUTIES AND RESPONSIBILITIES:

• Customer Experience Excellence:
• Deliver a world-class customer experience that exceeds expectations and enhances brand loyalty.

• Build strong customer relationships by actively listening and engaging with empathy and professionalism.

• Issue Resolution:

• Own and resolve customer support issues across multiple channels (phone, email, chat).
• Follow established processes for documenting issues and interactions via a CRM.

• Troubleshoot technical and service-related issues effectively, ensuring timely and accurate resolution.

• Customer Retention & Advocacy:

• Proactively address customer concerns to foster satisfaction and long-term retention.

• Serve as a trusted advisor to customers, representing the Michelin Connected Fleet brand and values.

• Collaboration & Communication:

• Liaise with Sales, Technology, and Operations teams to advocate for customers and drive product or process enhancements.

• Provide clear documentation and feedback on customer interactions and trends.

• Process Improvement & Training:

• Participate in ongoing product training and development opportunities.
• Contribute to the improvement of internal workflows and customer-facing procedures.

• Document and continue to expand our internal knowledgebase for troubleshooting customer impacting issues.

• General Duties:

• Assist with occasional project-based work.
• Engage in quality initiatives such as customer audits and specific defect investigations.
• Perform other duties as assigned.

REQUIRED SKILLS:

• 1-3 years of high-touch, concierge-level customer service experience, ideally in a technical or SaaS support environment.
• Proven ability to manage complex support issues with confidence and empathy.
• Excellent interpersonal, verbal, and written communication skills.
• Strong technical aptitude with enthusiasm for troubleshooting and learning new technologies.
• Experience with CRM systems such as Salesforce is highly preferred.
• Familiarity with Microsoft Office Suite.
• Motivated self-starter with strong organizational and time management skills.
• High School Diploma or GED required; Associate's Degree or higher in business or a related field preferred.