Vehicle SaaS Support Specialist

Motus; Chicago (IL); On-site; USD 49,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid time off

Job summary

Motus is seeking a Customer Service professional to join as a Vehicle Support Specialist. You will serve as front-line to customers, guiding them through Motus products to support administrators and end-users, communicating via phone, email, and web chat.

The role offers training to support end-users, then moves into Administrator support, with opportunities to learn SaaS operations and cross-functional collaboration across Product, Customer Success, and Enterprise teams.

Qualifications

• 0-3 years of customer support experience, preferably in a B2B, SaaS environment.
• Fluent in French or Spanish (read, speak, and write) is a plus.
• Exemplary verbal and written communication skills.
• Experience with Zendesk is a plus.
• 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.

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 SME on designated Motus products and Motus Support tasks and processes.
• Liaise with Product, Customer Success, and Enterprise Account Management teams to ensure proactive and timely resolution of end-user issues.

Skills

Customer support

B2B SaaS

French

Spanish

Verbal communication

Written communication

Zendesk

MS Office

Problem solving

Tools

Zendesk

MS Office

Job description

Motus is seeking a Customer Service professional to join as a Vehicle Support Specialist. You will serve as front-line to customers, guiding them through Motus products to support administrators and end-users, communicating via phone, email, and web chat.

The role offers training to support end-users, then moves into Administrator support, with opportunities to learn SaaS operations and cross-functional collaboration across Product, Customer Success, and Enterprise teams.