Vehicle Support Specialist

Key Responsibilities

• Resolve and respond to customer requests and issues of varying complexity via phone, email, and web chat efficiently and effectively within established service levels.
• Delight client administrators with a positive, customer-centric approach to question and issue resolution.
• Manage, monitor, and record all customer cases, case updates, and ongoing tasks in the Motus ticket management platform.
• Review and process customer forms and documentation when required.
• Assist the end-user support team if the business need arises and requested.
• Serve as Subject Matter Expert (SME) on designated Motus products and Motus Support tasks and processes.
• Liaise with the Product, Customer Success, and Enterprise Account Management teams as vital to ensure proactive and timely resolution of end-user issues.

Requirements & Tech Stack

• Customer support experience: 0-3 years, preferably in a B2B, SaaS environment.
• Communication skills: Exemplary verbal and written communication skills.
• Technical concepts: Ability to articulate complex and technical concepts.
• Teamwork: A positive, adaptable and enthusiastic team member; strong teammate; commitment to get the job done.
• Prioritization: Strong ability to prioritize and meet a dedicated timeline.
• Attention to detail: Strong organizational skills.
• Collaboration: History of excelling in collaborative team environments.
• Problem-solving: Analytical mind-set who loves solving problems.
• Software proficiency: Proficient in Microsoft Office Suite.

Qualifications

• Commitment to service excellence.
• Commitment to success—for yourself and your team.
• Preference will be given to candidates who live in either EST or CST time zones.
• Fluent in French or Spanish (read, speak, and write) is a plus.
• Experience with Zendesk a plus.