[Remote] Support Specialist - West Coast
Note: The job is a remote job and is open to candidates in USA. Motus is the definitive leader in mobile workforce solutions, and they are seeking a Customer Service professional to join their team as a Vehicle Support Specialist. This role involves serving as the front-line support for customers, strengthening relationships, and ensuring positive engagement with Motus products through various communication channels.
Responsibilities
- Resolve and respond to customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levels
- Delight client administrators with a positive, customer-centric approach to question and issue resolution
- Lead customers' expectations and experience in a way that results in high customer satisfaction
- 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
Skills
- 0-3 years of customer support experience, preferably in a B2B, SaaS environment
- Exemplary verbal and written communication skills
- Commitment to service excellence
- Ability to articulate complex and technical concepts
- A positive, adaptable and enthusiastic team member
- Strong teammate and commitment to get the job done, no matter how big or small
- Strong ability to prioritize and meet a dedicated timeline
- Attention to detail and strong organizational skills
- History of excelling in collaborative team environments
- Commitment to success—for yourself and your team
- Analytical mind-set who loves solving problems
- Proficient in Microsoft Office Suite
- Fluent in French or Spanish (read, speak, and write) is a plus
- Experience with Zendesk a plus
Benefits
- Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
- Open Paid Time Off for pre-scheduled vacation and personal time off
- Up to 40 hours of Sick Time Off available annually for unexpected absences
- Flexible Spending Accounts & Health Savings Accounts
- Motus-Fidelity 401K Plan
- Company-paid Short/Long-term Disability & Basic Life Insurance Plans
- Family Planning and Parenting Support Benefits through Maven
- Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
- $1000 Home Office Reimbursement Program
- $2000 Internal Referral Program
- WorkAnywhere Reimbursement of Internet and Cellular Costs
- 16 weeks maternity and adoption leave
- 12 weeks paternity leave
Company Overview