Product Support Specialist

FleetPulse•Chicago, IL

16d•$50,000 - $60,000•Onsite

About The Position

As a Product Support Specialist for FleetPulse Customer Support, you will use your functional and technical product expertise and skills to support, build, implement, and improve operational solutions for the FleetPulse platform. This role will be the primary contact that is responsible for solving product support issues and executing support projects across internal stakeholders and customers. 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. You will also be responsible for project managing specialized initiatives for high-value accounts, providing a reports to Customer Success and Support teams to continuously improve the FleetPulse product portfolio. This job will require a unique combination of flexibility, troubleshooting, creativity, leadership and drive. You will be part of a team who actively employ their knowledge and skillsets – and seek to learn additional skills – to intake, manage, document, solve, and escalate product issues as well as identify ways to improve support capabilities, product features, and user experience. This position reports to the Customer Support Lead.

Requirements

Functional and technical product expertise and skills to support, build, implement, and improve operational solutions for the FleetPulse platform.
Full understanding of the solution from hardware up through the digital platform as a subject matter expert.
Ability to understand customer issues, gather desired customer actions, and instruct customers how to use the application.
Project management skills for specialized initiatives for high-value accounts.
Flexibility, troubleshooting, creativity, leadership, and drive.
Ability to intake, manage, document, solve, and escalate product issues.
Ability to identify ways to improve support capabilities, product features, and user experience.
Ability to liaise with internal stakeholders to drive product requests to completion.
Ability to lead the end-to-end execution of hardware repair projects for key customer accounts.
Ability to document hardware support, software support, and troubleshooting procedures.
Ability to provide ad hoc assistance to Support team members.
Ability to execute support operations analysis.
Ability to formulate, document, and communicate initiatives to optimize support operations.
Ability to serve as the Subject Matter Expert (SME), working closely with the Product team on feature development and testing initiatives.
Ability to represent the voice of the customer by gathering, organizing, and sharing feedback.
Ability to utilize data and analytics to provide insights on product usage.
Ability to oversee the continuous improvement of the Support team knowledge base.
Ability to collaborate with the Success team to standardize product onboarding content and processes.
Ability to work with the Sales team to standardize the notification process for new and existing customers.

Nice To Haves

Passionate about customer support and the logistics industry.

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.
Serve as the Subject Matter Expert (SME), working closely with the Product team on feature development and testing initiatives.
Represent the voice of the customer by gathering, organizing, and sharing feedback in a timely and structured manner.
Utilize data and analytics to provide insights on product usage and share them regularly with stakeholders.
Oversee the continuous improvement of the Support team knowledge base, ensuring it is up-to-date and comprehensive.
Collaborate with the Success team to standardize product onboarding content and processes for optimal efficiency.
Work with the Sales team to standardize the notification process for new and existing customers, ensuring consistent communication across departments.