Posted 1 day ago
Customer Support Specialist
AI Summary
About Auto Integrate Auto Integrate makes leased vehicle maintenance frictionless for millions of customers in the USA and Canada. We provide a platform that powers the North American fleet management service industry and are looking to continue our growth.
About this role
About Auto Integrate
Auto Integrate makes leased vehicle maintenance frictionless for millions of customers in the USA and Canada. We provide a platform that powers the North American fleet management service industry and are looking to continue our growth.
About Fleetio & Auto Integrate
Fleetio is a modern fleet operations platform used by thousands of organizations worldwide to manage vehicles, equipment, and drivers. Auto Integrate, acquired by Fleetio in 2025, is a leading global maintenance authorization network that supports fleets that outsource their service, maintenance, and repair needs. The business is managed by a small, global team within Fleetio, combining the resources of a scaled SaaS company with the agility of a niche market leader.
The Customer Support team is seeking a knowledgeable and customer-focused individual to join our team as an Associate Customer Support Specialist! As an Associate Customer Support Specialist, you will be the first point of contact for our fleet management software, providing basic technical support and product knowledge to our customers. You will play a critical role in ensuring customer satisfaction, resolving complex technical issues, and delivering exceptional support experiences. This position requires a deep understanding of fleet management software, strong problem-solving skills, and the ability to communicate technical concepts effectively.
Who you are
The ideal candidate for this role has served as the primary point of contact for basic technical support and product-related inquiries from customers in the software space. You've provided exceptional customer service through various channels, including phone and email while maintaining a high level of professionalism and empathy. The ideal candidate can demonstrate comprehensive knowledge of our fleet management software to customers, including a basic understanding of its features, functionalities, and integrations. Excelling in collaborative team environments, you will work closely with our Support Specialists and Shift Leads teams to escalate customer issues to the appropriate team. You continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives. This role will report to our Customer Support Manager. The schedule for this role is Monday through Friday 10am - 5pm CT.
Responsibilities:
- Serve as the primary point of contact for basic technical support and product-related inquiries from customers using Fleetio.
- Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy.
- Demonstrate comprehensive knowledge of our fleet management software, including a basic understanding of its features, functionalities, and integrations.
- Investigate complex software issues reported by customers, collaborating with Support Specialists, SME’s, Shift Leads, and Support Engineering teams to identify and escalate customer issues to the appropriate team.
- Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.
Your experience
- Previous experience in a customer support or technical support role, preferably in the software industry.
- In-depth knowledge of fleet management software and related technologies is a plus!
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues effectively.
- Excellent communication skills, both verbal and written, with the ability to convey technical concepts to customers clearly and concisely.
- Customer-centric mindset with a passion for delivering exceptional support experiences.
- Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
- Proficiency in using customer support tools and software, including ticketing systems, CRM software, and remote support tools.
- Flexibility to work occasional evenings or weekends to accommodate customer needs.
Benefits
● Health/dental/vision coverage options
● Incentive stock options
● PTO
● Community service funds
● Professional development funds
● Wellbeing fund
● Business expense stipend
● New high-end laptop + new hire equipment stipend
More About Our Team and Company
Auto Integrate has recently joined Fleetio as both companies build a world-class platform that improves the day-to-day of fleet operators across North America.
Check out the following article to learn more:
https://www.fleetio.com/resources/press/fleetio-raises-series-d-and-acquires-auto-integrate
Auto Integrate makes what was an incredibly slow and painful process of getting a leased vehicle repaired entirely frictionless. Auto Integrate is growing fast, and we have a number of challenges to overcome to allow us to scale effectively.
We want the kind of people who like to work as part of a high-performing team, treat their colleagues exceptionally well, and have fun whilst consistently delivering high quality. The kind of people committed to going out of their way to help their teammates in the short term, and pushing them to improve in the long term by helping them to get better at what they do.