SaaS Associate Customer Support Specialist

Fleetio
United Kingdom
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer service","Problem-solving","Communication","Organization","Customer-centric mindset"]

Be the first point of contact for customers of Fleetio’s fleet management software, handling tier 1 support via phone and helping resolve product and technical inquiries. Use your knowledge of Fleetio features, functionalities, and integrations to investigate complex issues, partner with Support Specialists, SMEs, Shift Leads, and Support Engineering, and continually improve the support experience through streamlined workflows and better documentation.

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Fleetio
Fleetio
23 hours ago

SaaS Associate Customer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Be the first point of contact for customers of Fleetio’s fleet management software, handling tier 1 support via phone and helping resolve product and technical inquiries. Use your knowledge of Fleetio features, functionalities, and integrations to investigate complex issues, partner with Support Specialists, SMEs, Shift Leads, and Support Engineering, and continually improve the support experience through streamlined workflows and better documentation.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Serve as the primary point of contact for basic technical support and product-related inquiries for Fleetio.
  • •Provide exceptional customer service for tier 1 tickets via phone while maintaining professionalism and empathy.
  • •Use knowledge of Fleetio fleet management software, including features, functionality, and integrations.
  • •Investigate complex software issues with Support Specialists, SMEs, Shift Leads, and Support Engineering teams to identify and escalate appropriately.
  • •Improve the customer support process by streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEquityPaid LeaveParental LeaveFsaHsaDisabilityRemote WorkLearning Budget

Key Requirements

  • •Provide primary customer support for basic technical and product-related inquiries in the software space.
  • •Deliver exceptional customer service (including phone and email) with professionalism and empathy.
  • •Demonstrate knowledge of fleet management software, including features, functionality, and integrations.
  • •Troubleshoot and investigate complex software issues, collaborating with internal teams to escalate when needed.
  • •Work effectively across multiple priorities and use customer support tools such as ticketing systems, CRM software, and remote support tools.
Experience:SaaS
Skills:Customer serviceProblem-solvingCommunicationOrganizationCustomer-centric mindset
Tech Stack:Ticketing systemsCRMRemote support tools

Company Brief

Fleetio
Provides cloud-based fleet management software to help businesses track, manage, and optimize vehicle fleets through maintenance scheduling, fuel and mileage tracking, inspections, and integrations with telematics and accounting systems.
Industry: Logistics
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: Birmingham, United States
Founded: 2012
WebsiteLinkedIn