[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