Client Support Specialist

Transloc Inc. Indianapolis , IN 46201

Posted 2 weeks ago

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Who we are:

Now part of Ford Smart Mobility, a Division of Ford Motor Company TransLoc, Ride Systems and DoubleMap have combined our award-winning solutions to create the most powerful platform of intelligent transportation software solutions in the world.

Providing trusted operational expertise since 2004, we offer integrated mobility solutions to 1,200+ customers in all 50 United States and across the globe.

As a member of the Customer Support team, the Customer Support Specialist will serve as the primary technical support for all of our customers including multi-tier support and triage of customer issues associated to TransLoc software, hardware and systems. Our support approach is customer centric. This mindset would need to be demonstrated throughout the problem solving and customer support process. As a member of the Support team, this role will demonstrate an innate ability to get to the root cause of a customers or teams reported problems. Assist in preparing and providing product documentation, be responsible for driving issues to resolution within SLA/issue management goals. Communicating resolution efforts back to internal stakeholders, team members and the customer. As a Customer Support Specialist, other duties may be assigned including, but not limited to, supporting and/or delivering product training sessions, data mining and publishing, editing and troubleshooting GTFS feeds.

Essential Functions:

Be first point of contact for technical support and GTFS inquiries
Take ownership to resolve complex issues, working independently, within the team, and cross functionally
Develop and deliver support materials, documentation and training for new and existing products
Create, update and maintain ownership of cases, upholding SLAs ranging from low to critical priority
Maintain 90% or better CSAT score
Provide updates, status, and completion information to management
Provide rotational phone coverage 24/7/365 when assigned and provide support in rare case of emergency

Requirements

Experience working in a fast-paced, multi-tasking Customer Support/Success environment
Experience with a help desk software such as Salesforce Service Cloud
Excellent communication and documentation skills
Exceptional understanding of customer service, technical issue resolution, and support best practices
Experience with incident management (e.g., outages) and customer communication
Demonstrated ability to work independently and adapt style to rapid organizational and platform change
Exceptional attention to detail
Bachelor degree in related field and/or 2+ years of equivalent SAAS work experience
Basic to intermediate level knowledge of desktop operating systems, Windows/Mac, Excel
Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
Demonstrate sound interpersonal skills and a commitment to provide accurate information to customers
Demonstrate a positive attendance record and a commitment to arrive at work on time and when scheduled
Ability to efficiently identify urgent vs. non-urgent support requests
Strong understanding of customer service, technical issue resolution, and support best practices
Exceptional written, verbal, and presentation skills
Willingness to improvise and take ownership of responsibilities "outside of the job description

Benefits

We offer comprehensive Medical, Dental and Vision benefits effective day one of employment. We also offer generous retirement contribution matching as well as other great perks including unlimited time off and discounts on Ford vehicle purchases for employees and family members.

TransLoc and its sister companies, DoubleMap and Ride Systems, are equal opportunity employers. We are committed to EEO for all employees and to providing our people with a harassment and discrimination free environment. All decisions at TransLoc and its sister companies, DoubleMap and Ride Systems, are based on business need, individual qualifications, and job requirements without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.

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