Fleetpulse
Product Support Specialist
Chicago
Sponsorship not specifiedDetected 27 days ago
SalesLogisticsCustomer SuccessCustomer SupportLeadershipCommunication
About the role
- This role will require a full understanding of the solution from hardware up through the digital platform as a subject matter expert.
- You will be responsible for understanding customer issues, work to gather desired customer actions, and instruct customers how to use the application.
Responsibilities
- Intake and triage support tickets working with customer to understand goals and issues encountered. Provide troubleshooting steps and help to solve customer issues.
- Serve as team expert in all context and knowledge of support tickets to facilitate cross-team awareness and understanding of issues and resolutions.
- Manage, address, and account for customer creation, user creation, and VIN transfer requests on a daily and weekly basis with the Customer Support Lead, including discussing issue, cause, resolution, and blockers.
- Proactively liaise with internal stakeholders to drive product requests to completion.
- Lead the end-to-end execution of hardware repair projects for key customer accounts, ensuring timely and successful delivery.
- Assist Support team members in documenting hardware support, software support, and troubleshooting procedures for all FleetPulse products, functionalities, and sensor integrations.
- Provide ad hoc assistance to Support team members in facilitating the intake, profiling, approval, and resolution of issues, as needed.
- Own and execute support operations analysis on a weekly, monthly, and ad hoc basis to contribute to and drive support operations optimization, including execution against key performance indicators.
- Provide ad hoc assistance to the FleetPulse Support Lead in formulating, documenting, and communicating initiatives to optimize support operations and stakeholder outcomes.
- Oversee the continuous improvement of the Support team knowledge base, ensuring it is up-to-date and comprehensive.
Requirements
- The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Employees must be able to travel to and attend the office to work in person, as required.
- it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.
- Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor that are in compliance with Federal and State Laws.
Nice to have
- 401K plan with employer match
- 10 paid company holidays
- Professional Development Opportunities
Skills
- FleetPulse™ is the leading trailer telematics company, delivering end-to-end visibility into trailer safety and cargo security.
- This position reports to the Customer Support Lead.
Compensation
- 401K plan with employer match
- 10 paid company holidays
- Professional Development Opportunities
Benefits
- Competitive equity package
- Comprehensive health, dental and vision benefits
- Company provided STD, LTD and Life Insurance
- Full paid parental leave
- Bonus Potential:
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This listing is sourced directly from Fleetpulse's careers page and normalized into a canonical job model.