Driver Support Specialist - ELD & Compliance

ABC Supply Co. Inc.; Beloit (WI); On-site; USD 37,000 - 52,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with company match

Employee assistance program

Disability insurance

Life insurance

Flexible spending

Paid vacation

Paid sick days

Paid holidays

Job summary

ABC Supply Co. Inc. is seeking a Tier 1 Driver Services Support specialist to be the frontline contact for drivers and field operations. This role handles inquiries, basic ELD troubleshooting, and checks compliance with FMCSA/DOT policies.

You will log and prioritize requests, escalate complex items to Tier 2, and document all steps in Servicenow while maintaining accurate records. A high school diploma and strong communication skills are required.

Qualifications

• High school diploma or equivalent.
• Proficient in Microsoft Office Suite.
• 1+ year of customer service, support, or operations experience.
• Strong communication skills (verbal and written).
• Basic technical troubleshooting ability (mobile apps, systems).
• Strong attention to detail and organizational skills.

Responsibilities

• Serve as the first point of contact for driver inquiries via phone, email, or Servicenow system.
• Provide timely, professional support for driver-related questions and issues.
• Maintain clear, accurate, and service-focused communication at all times.
• Log, categorize, and prioritize incoming driver inquiries.
• Resolve routine issues using established SOPs and knowledge base articles.
• Escalate complex or high-risk issues to Tier 2 Support or Compliance as appropriate.
• Assist drivers with basic ELD troubleshooting, including login and access issues, device connectivity, and log certification.
• Identify recurring issues or system outages and escalate to IT or leadership.
• Provide standardized guidance on Hours of Service basics and driver qualification requirements.
• Direct drivers to appropriate resources when regulatory interpretation is required.
• Accurately document all interactions, actions taken, and resolutions.
• Maintain data integrity within compliance and Servicenow systems.
• Ensure proper tracking of escalated issues through resolution.
• Escalate situations involving potential out-of-service risk, drug/alcohol concerns, medical disqualification, or outages.

Skills

Customer service

Communication skills

Troubleshooting

Attention to detail

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

ABC Supply Co. Inc. is seeking a Tier 1 Driver Services Support specialist to be the frontline contact for drivers and field operations. This role handles inquiries, basic ELD troubleshooting, and checks compliance with FMCSA/DOT policies.

You will log and prioritize requests, escalate complex items to Tier 2, and document all steps in Servicenow while maintaining accurate records. A high school diploma and strong communication skills are required.