Customer Experience Associate

GPS Insight•Scottsdale, AZ

About The Position

The Customer Experience Associate is an entry-level role focused on supporting customers as they use GPS Insight's products and services. This position helps customers resolve issues, understand product features, and receive a positive and confident support experience. The role also includes identifying additional products or features that may better meet customer needs. This position is ideal for someone beginning a career in customer support or technology. The Customer Experience Associate is expected to be comfortable using a computer, communicating clearly with customers, and participating in ongoing training as products and customer needs continue to evolve. The role requires the ability to work independently while also contributing to a supportive team environment. We are currently seeking a motivated individual to join our team based out of our headquarters in Scottsdale, Arizona. This position may require weekend and holiday work.

Requirements

Entry-level candidates welcome, with at least 12 months of customer service or customer-facing experience preferred
Strong written and verbal communication skills
Comfort using a computer and basic web-based software
Willingness to participate in long-term training as products and customer needs evolve
Ability to remain calm and professional when handling upset customers
Basic problem-solving skills and attention to detail
Ability to work independently while also contributing to a team environment
Good time management and organizational skills
Accurate typing speed of 40 WPM or greater
Proficient with Microsoft Office or similar tools
Reliable, motivated, and customer-focused

Nice To Haves

Interest in technology or SaaS products is a plus but not required

Responsibilities

Provide phone, Chat, and email support to customers using GPS Insight products
Assist customers with basic setup, configuration, and everyday use of hardware and software
Ask questions to understand customer needs and suggest helpful products or features when appropriate
Communicate clearly, calmly, and confidently with customers about issue resolution and next steps
De-escalate customer concerns by listening, showing empathy, and working toward solutions
Document customer interactions and manage cases within our CRM and other databases
Work independently on assigned cases while collaborating with teammates and other departments
Support brief product walkthroughs and notify Account Management when additional training is needed
Learn and support GPS devices, mobile applications, in-cab cameras, and ELD/HOS products
Participate in ongoing training to stay up to date as products and processes change
Use strong time management skills to handle multiple customer interactions efficiently