Customer Experience Associate

GPS Insight•Scottsdale, AZ

8d•Onsite

About The Position

The Customer Experience Associate is an entry-level Customer Support/Technical Support role responsible for assisting customers with the use of GPS Insight's software, hardware, and SaaS fleet management solutions. This role supports customers through phone, chat, and email, helping trouble shoot issues, answer product questions, and guide users through setup and everyday product use. This position blends customer service, product support, and technical troubleshooting. The ideal candidate enjoys helping people, learning new technology, and delivering a positive customer experience. Associates will assist customers with basic hardware troubleshooting, software navigation, account questions, and feature education. The Customer Experience Associate also identifies opportunities where additional features, services, or training may improve the customer's experience and communicates those needs internally. This role is ideal for someone starting a career in customer support, technical support, help desk, SaaS support, or customer success. Candidates should be comfortable using computers, web-based tools, and CRM systems while communicating clearly with customers. We are currently seeking a motivated individual to join our team based out of our headquarters in Scottsdale, Arizona. This position may require weekend or holiday shifts.

Requirements

Entry-level candidates welcome
1+ year of experience in customer service, technical support, help desk, call center, or customer-facing roles preferred
Strong written and verbal communication skills
Comfortable using computers, web applications, CRM systems, and support tools
Ability to learn software platforms, SaaS products, and connected hardware devices
Strong problem-solving and troubleshooting skills
Ability to remain calm and professional when assisting frustrated or upset customers
Ability to work independently and collaboratively in a team environment
Strong time management, multitasking, and organizational skills
Accurate typing speed of 40 WPM or higher
Experience with Microsoft Office, Google Workspace, or similar productivity tools
Reliable, motivated, and customer-focused mindset

Nice To Haves

Interest in technology, SaaS, fleet management, GPS tracking, or IT support is a plus but not required

Responsibilities

Provide customer support and technical support via phone, live chat, and email
Troubleshoot software and hardware issues related to GPS Insight products
Assist customers with basic setup, configuration, installation, and product navigation
Guide customers through troubleshooting steps and issue resolution
Deliver excellent customer experience during every interaction
Identify customer needs and suggest relevant product features, services, or upgrades
Communicate clearly and professionally about solutions, troubleshooting steps, and next actions
De-escalate customer concerns through active listening, empathy, and problem solving
Document interactions, troubleshooting steps, and case updates within CRM and support ticketing systems
Manage multiple support tickets and customer cases while meeting response time expectations
Collaborate with technical teams, product teams, and account management
Provide basic product walkthroughs and training guidance when needed
Support products including GPS devices, fleet tracking software, mobile applications, dash cameras, and ELD/HOS compliance tools
Participate in ongoing product training and technical knowledge development
Maintain strong time management and case management skills while handling multiple customer requests