Customer Support Representative (Curator of Customer Experience)

RTA FLeet • Glendale, AZ

3d • Onsite

About The Position

The team at RTA is looking for a Customer Support Representative. This role handles common and complex product support cases, balancing great people skills with deep customer service enthusiasm and a love of technical troubleshooting. You'll assist customers with our software, teach them best practices, and play a key part not only in the success of our company, but ultimately in the success of our clients. You'll also work alongside AI-assisted tools — from intelligent knowledge base search to AI-drafted response suggestions — that help you spend less time hunting for answers and more time actually helping people.

Requirements

• Personable and attentive, with strong interpersonal skills.
• Strong verbal communicator.
• Strong technical troubleshooting skills.
• Very capable of researching knowledge bases to find solutions.
• Understands the software development life cycle (SDLC) and how customer support fits into it.
• Exposure to basic SQL.
• Comfortable working alongside AI-assisted support tools — including knowledge base search and suggested responses — as part of the daily workflow, not as a novelty.

Nice To Haves

• Familiarity with Jira is a plus.
• Background in software customer support is a plus.

Responsibilities

• Listen to and resolve customers' concerns, issues, and questions kindly, calmly, and within stated SLAs, including time to answer, wait times, and time to resolution.
• Establish and maintain strong relationships with assigned clients, contributing directly to renewal outcomes.
• Research and resolve complex product issues, escalating appropriately when needed while working toward full self-sufficiency over time.
• Recommend possible products and features to meet customers' needs.
• Use and help maintain knowledge base content, leveraging AI-assisted search to find and surface solutions faster.
• Partner with Engineering, QA, and Product to escalate and resolve complex or recurring issues.

Benefits

• 401(k) with 6% Safe Harbor match, 100% vested day one.
• Flexible PTO and generous holiday schedule.
• Cigna PPO and HSA medical plan options with company contributions.
• Garner Health HRA program reimbursement opportunity.
• Wellness rewards.
• Virtual care and mental health support resources.
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options.
• Additional employee perks, wellness initiatives, and discount programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed