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Customer Tech Support Specialist



IT, Customer Service
Commack, NY, USA
Posted on Wednesday, July 3, 2024

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 Technical Support Specialist.

As part of our Customer Support Team, you will be responsible for providing technical support for IntelliShift hardware and software applications to the IntelliShift customer base via real-time omnichannel approach (Salesforce, email and phone). You will be part of IntelliShift’s Customer Experience (CX) organization within a frontline support team comprised of highly skilled representatives with interdisciplinary technical aptitude providing best-in-class customer care.

Your work will be independent in nature as you will be expected to conduct yourself professionally to be available to respond quickly to internal and external customers. Your work will also be collaborative, working closely with other IntelliShift teams and/or vendor partners to enhance the overall customer experience.

This position requires an in-office presence at our Headquarters in Commack, NY. Once you are fully onboarded, there may be the opportunity for a hybrid schedule. We will also consider fully remote candidates with relevant experience.

What you'll do:

  • Become an expert on all IntelliShift products and services comprised of hardware, software, analytics, and artificial intelligence across various industries.
  • Take ownership of requests with focus on diagnosing and solving internal and external customer issues utilizing a complex suite of backend systems and tools, escalating to Tier 2/Tier 3 when further education or guidance is needed.
  • Methodically document all communications, issues, and resolutions of customer issues using Salesforce, Jira, and other business applications.
  • Collaborate closely with Sales, Product, Engineering, and Customer Experience teams to effectively communicate and resolve customer issues in a timely manner.
  • Contribute innovative ideas and solutions for the ongoing enhancement of our Support processes, as well as the documentation of best practices in troubleshooting techniques related to IntelliShift products and services.
  • Achieve a 95% call answer rate, 2% abandon rate, and case average handle time of 5 minutes or less while targeting an initial response rate of 2 hours or less during business hours with customers.
  • Achieve a Tier 1 resolution rate across customer segments with a case average day open target of 3 business days.
  • Achieve and maintain an average CSAT Score of 4.5 across post-support case surveys.

What you'll need in order to do it:

  • Minimum 2 years experience in a technical product support role; data manipulation and triage, exposure to APIs, and experience in SaaS, mobile computing, and/or telematics are a plus.
  • Interest and ability to work in a fast-paced work environment with shifting responsibilities within a high-growth company.
  • Highly organized, ability to learn quickly with intellectual curiosity to understand complex applications where limited standardization and knowledge bases exist .
  • Ability to communicate information clearly and concisely to internal and external customers at all levels (executive stakeholders, management, operations personnel, etc.).
  • Strong relationship building and interpersonal skills, with the ability to effectively problem-solve.
  • Passionate about customer advocacy with the drive to continually exceed goals in a fast-paced, high growth company.
  • Technical fluency and enthusiastic about technology and how it can be leveraged to make customers more financially profitable and operationally efficient.
  • Proficient with data analytics.
  • Ability to manage customer expectations in complex situations as well as align best practices.
  • Ability to be proactive and manage multiple priorities and tasks simultaneously.
  • Must be self-managed and able to develop and maintain schedule and priorities.
  • Ability to understand complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences.
  • Possess excellent oral and written communication skills and the ability to convey information to internal and external audiences across all levels of an organization.
  • A motivated and results-oriented team player with the demonstrated ability to focus on details and be able to tell and present the IntelliShift story.
  • Demonstrated ability to work closely with customer experience, sales, operations and marketing to develop training programs and materials in support of the customer cycle.
  • Acquire detailed product knowledge of all hardware and software solutions to execute and successfully support our customer base.
  • Work with customers and partners to develop best solutions to use the solutions as a means to accomplish their objectives.
  • Experience with Microsoft 365 Enterprise E5 products and services.
  • Able to work flexible hours, including nights and weekends as business needs arise.
  • Associates degree or higher in information systems, business, or technology background is a plus.
  • 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