Support Specialist - West Coast

Motus

4d•$49,000 - $49,000•Remote

About The Position

Motus is looking for a Customer Service professional to join the team as a Vehicle Support Specialist. You will learn the foundation of our business model by serving as the front-line to our customer base and work towards becoming a guide on Motus’ suite of products to provide support to our administrators and end-users. You will strengthen customer relationships and ensure positive engagement with Motus products by supporting inquiries via phone, email, and web chat. This role will kickstart your career in a high-growth Software-as-a-Service organization, work with a tight-knit team, and help make work-life better for customers across every industry and state. Along with supporting our end-users, you will have the opportunity to work cross-functionality where you’ll learn the business from the ground up, gain insight into the critical functions of a Software-as-a-Service (SaaS) company, build transferable skills, explore professional interests, and discover where you can have the greatest impact. If you’re interested in pursuing a career at a tech company but aren’t exactly sure where to start or what you want to do and you are positive and tenacious, have exemplary communication, and a collaborative, team-oriented spirit, this is the role for you. Your career at Motus will begin with thorough training to support end-users. Once your foundational knowledge is firm, you will move into Administrator support. This team member will support our West Coast customers and therefore the hours for this position are 8am PT - 5pm PT. Candidates that are located in the Pacific or Mountain Time Zone are preferred.

Requirements

0-3 years of customer support experience, preferably in a B2B, SaaS environment
Exemplary verbal and written communication skills
Commitment to service excellence
Ability to articulate complex and technical concepts
A positive, adaptable and enthusiastic team member
Strong teammate and commitment to get the job done, no matter how big or small
Strong ability to prioritize and meet a dedicated timeline
Attention to detail and strong organizational skills.
History of excelling in collaborative team environments
Commitment to success—for yourself and your team
Analytical mind-set who loves solving problems
Proficient in Microsoft Office Suite.

Nice To Haves

Fluent in French or Spanish (read, speak, and write) is a plus
Experience with Zendesk a plus

Responsibilities

Resolve and respond to customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levels.
Delight client administrators with a positive, customer-centric approach to question and issue resolution
Lead customers' expectations and experience in a way that results in high customer satisfaction.
Manage, monitor, and record all customer cases, case updates, and ongoing tasks in the Motus ticket management platform.
Review and process customer forms and documentation when required.
Assist the end-user support team if the business need arises and requested.
Serve as Subject Matter Expert (SME) on designated Motus products and Motus Support tasks and processes.
Liaise with the Product, Customer Success, and Enterprise Account Management teams as vital to ensure proactive and timely resolution of end-user issues.

Benefits

Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
Open Paid Time Off for pre-scheduled vacation and personal time off
Up to 40 hours of Sick Time Off available annually for unexpected absences
Flexible Spending Accounts & Health Savings Accounts
Motus-Fidelity 401K Plan
Company-paid Short/Long-term Disability & Basic Life Insurance Plans
Family Planning and Parenting Support Benefits through Maven
Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
$1000 Home Office Reimbursement Program
$2000 Internal Referral Program
WorkAnywhere Reimbursement of Internet and Cellular Costs
16 weeks maternity and adoption leave
12 weeks paternity leave