Offer summary

Qualifications:

2-3 years of experience in Customer Support or technical support roles, preferably customer-facing., Bachelor's Degree in Computer Science/Engineering or equivalent practical experience., Familiarity with the software development process and tools for a SAAS-based product., Basic knowledge of SQL and Python is a plus..

Key responsabilities:

Manage, track, diagnose, troubleshoot, and identify root causes for customer issues in Technical Support.

Exceed customer expectations in terms of quality, timeliness, and resolution.

Investigate errors/bugs and report inconsistencies to the Technical Lead/Engineering through Jira.

Build trusting relationships with customers through open communication over phone, chat, and emails.

Job description

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

Technical Support Engineers (Mobile and Fleet Experience) manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering.

What You’ll Do:

Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
Resolve support issues related to Motive's products.
Investigate the source of errors/bugs using the data and tools available to us. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
Assess the impact and prevalence of issues by analyzing the data to determine the root cause.
Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions
Build trusting relationships with customers by communicating openly and interactively over phone chat and emails.

What We’re Looking For:

2 -3 years of experience in Customer Support, technical support, or software development, preferably customer-facing roles.
Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
Familiarity with the software development process and tools for a SAAS-based product.
Candidate must possess technical knowledge/troubleshooting skills anda willingness to learn and excel
Candidate should be able to perform an in-depth root cause analysis
Basic knowledge of SQL and Python is a plus

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

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