Responsibilities:
Provide general consultation and customer support functions for the back office and technical operations of our products & customers in support of the commercial vehicle fleet management and telematics programs.
Serve as the teams critical customer care specialist and point of contact for day-to-day issue identification and resolution.
Participate in process implementation and ongoing operations as it pertains to order management, order error analysis and recovery.
Ensure overall management/communication/escalation of issues reported from inception through to closure.
Participate in phone/email support with customers, suppliers and other internal departments to troubleshoot reported issues.
Analyze data, problem reporting and trending and perform root cause analysis to reduce trouble areas within both process and product specifications.
In partnership with other members of our team, work with various external suppliers and customers to ensure an integrated and transparent customer support process.
Provide support for remote operations servers, firewalls, routers, and custom equipment as directed.
Development of management reports and dashboards for both internal and external reporting.
Requirements:
Prior customer support experience (minimum 3 years) in a technical operating/ application service environment with demonstrated experience in supporting external (profit generating) customers.
Previous experience with and willingness to work as part of an on-call 24*7 rotation.
In-depth knowledge of Linux OS & MySQL.
Must be able to work independently and be self-directed to complete tasks on schedule.
Must be a team player and possess strong communications skills.
This role may require some travel to sites in Europe.
Not required but would be helpful is working knowledge of routers, firewalls, and servers from various equipment providers.
Other:
This is a unique position in that the skill set required is somewhat broad. The perfect individual will be capable of understanding, troubleshooting and resolving an order management issue in one moment, be comfortable and capable of writing detailed and complex sql statements to analyze data the next moment and then be capable of remotely accessing our processing infrastructure and troubleshooting and resolving system level failures in our infrastructure.
- Location: Seattle
- Compensation: DOE
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- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.