Customer Support Specialist

We’re IntelliShift, a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology. IntelliShift is the fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. We provide these customers with a level of insight they’ve never had before to improve safety, establish next generation operational efficiency, and make intelligent decisions. Our consistent, organic growth plus a recent $70M investment has accelerated the expansion of our fantastic team and we are currently seeking a service-minded Customer Experience Specialist.

Our Experience Group provides best-in-class support to IntelliShift's customers. As part of this support team, you will be responsible for resolving customer inquiries and improving support across all internal teams. The majority of your work will be collaborative in nature, working with other members of the Experience Group, as well as the Account Management, Product Management, and Service teams to service our customers and troubleshoot application and device issues.

This position requires an in-office presence at our Headquarters in Commack, NY, working a daily shift from 11 am - 8 pm EST Monday through Friday. Once you are fully onboarded, there may be the opportunity for a hybrid schedule.

What you'll do:

• Become an expert on the IntelliShift products and applications, combining hardware, software, analytics, and artificial intelligence across multiple industries.
• Utilize your technical knowledge and customer support experience to analyze customer issues, offer alternative solutions and document support tickets so the escalation team can more quickly address issues.
• Respond to customers and resolve their inquiries in a timely manner with a primary focus on meeting IntelliShift’s service agreements.
• Address support requests through phone and email channels with a high level of professionalism and courtesy.
• Partner with Customer Success, Account Management, Marketing, and Product Management to enhance and maintain Knowledge Base articles to improve customer self-sustainability.
• Provide direct feedback to management for product and process improvements to help enhance the customer experience.

What you'll need in order to do it:

• 1+ Years of experience in customer support, engineering, or other user support role is preferred.
• Exposure to CRMs like Zendesk and Salesforce.
• Familiarity with SaaS platforms, cloud-based applications, and/or mobile applications is preferred.
• Excellent customer service and interpersonal skills.
• Excellent written and verbal communication skills in dealing with customers with varying levels of technical proficiency.
• Good analytical ability, sound judgment, sufficient knowledge of IT operations, workflow processes and procedures to resolve most inquiries independently.
• Ability to work in a hyper growth environment with shifting priorities.
• Must be able to work 11 AM EST - 8 PM EST at our Commack, NY HQ.
• Bilingual (English/Spanish) preferred!

The values you’ll live by as part of the team:

• Embrace and Drive Change – remain nimble and forward thinking
• Think Bigger - commit to growing the organization and as an individual
• Execute with Passion and Urgency – bring your “A” game
• Be a Good Human – treat everyone with respect
• Drive Trust and Transparency – open and honest communication always
• Always Put the Customer First – maintain a customer-centric mindset

Benefits

We offer a competitive annual compensation, $50,000- $60,000 based on experience. We also offer outstanding benefits to simplify the lives of our employees and show them how much we appreciate their contributions. IntelliShift provides company-subsidized medical insurance for all employees (and largely subsidized coverage for families), dental, vision, and 401K with a 4% company contribution. This is a full-time, in-office position working 11 am EST to 8 pm EST.

Click this link to get more information on the company www.IntelliShift.com