Sr. Customer Experience Associate

GPS Insight•Scottsdale, AZ

6d•Onsite

About The Position

The Sr. Customer Experience Associate is an advanced Customer Support / Technical Support role responsible for resolving complex customer issues related to GPS Insight's software, hardware, and SaaS fleet management solutions. This role serves as an escalation point for Tier 1 support, handling in-depth troubleshooting, root cause analysis, and cross-functional issue resolution. Support customers via phone, chat, and email while also working closely with Engineering, Product, and Tier 1 teams to ensure timely and accurate issue resolution. This role requires strong technical aptitude, problem-solving skills, and the ability to manage and prioritize high-impact customer issues. This position blends advanced technical troubleshooting, customer advocacy, and operational awareness. The ideal candidate enjoys solving complex problems, analyzing system behavior, and improving processes that enhance the overall customer experience. Responsible for identifying trends, recurring issues, and product gaps, and providing actionable feedback to internal stakeholders. They play a key role in knowledge sharing, documentation, and mentoring Tier 1 team members. 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

2+ years of experience in technical support, SaaS support, help desk, or related customer-facing technical roles
Proven experience troubleshooting complex software and/or hardware issues
Strong analytical and problem-solving skills with attention to detail
Ability to manage escalations and work independently on high-impact issues
Excellent written and verbal communication skills, including the ability to explain technical concepts clearly
Experience working with CRM systems, ticketing systems, and support tools
Ability to collaborate cross-functionally with technical and non-technical teams
Strong organizational skills and ability to prioritize competing tasks effectively
High level of professionalism, accountability, and customer focus
Ability to remain calm and solution-oriented when managing escalated customer concerns
Proficiency with Microsoft Office, Google Workspace, or similar tools

Nice To Haves

Comfortable analyzing logs, system behavior, and troubleshooting data
Experience with SaaS platforms, connected devices, APIs, or integrations is a plus
Experience in telematics, fleet management, GPS tracking, or IoT technologies is a strong plus

Responsibilities

Provide advanced technical support via phone, live chat, and email for escalated customer issues
Serve as an escalation point for Tier 1 support, assisting with complex or unresolved cases
Troubleshoot complex software, hardware, connectivity, and integration issues across GPS Insight products
Perform root cause analysis and work toward long-term solutions, not just immediate fixes
Collaborate with Engineering, Product, and other internal teams to resolve defects and system issues
Clearly document findings, troubleshooting steps, and resolutions for internal and customer use
Identify trends, recurring issues, and systemic problems; escalate appropriately with supporting data
Drive issue ownership from initial escalation through full resolution, ensuring accountability and follow-through
Communicate complex technical information clearly and professionally to both technical and non-technical audiences
Assist in creating and maintaining internal knowledge base articles, troubleshooting guides, and documentation
Provide guidance, support, and informal mentorship to Tier 1 team members
Support advanced use cases across GPS devices, fleet tracking software, mobile applications, dash cameras, and ELD/HOS compliance tools
Participate in testing, validation, and rollout support for new features, updates, and product changes
Improve internal processes and workflows to enhance efficiency and customer satisfaction
Maintain strong case and time management while handling multiple high-priority customer issues