GoFleet Hiring for Senior Technical Support Agent at Remote Full Time

About the Company

GoFleet is a fast-growing tech company based in Canada specializing in GPS fleet management technologies. We have successfully developed fleet and field management solutions that improve productivity, reduce fleet operating costs, and simplify and stress-free our customers’ lives. Do you want to be involved with a technology company that has been growing rapidly year over year? Our success is based on our formula: to keep our customers happy with innovative technologies and our staff smiling with a dynamic management team!

About the Role

Are you a go-getter willing to understand the company’s products, processes & technology offerings? Someone who has an approach of ”Why” rather than just a doer. Proactive approach, a thirst for meeting timelines. Then you are what we are looking for.

Your job is to provide Tier 1 technical support and customer service to our Customers in different timezones, going the extra mile for customer satisfaction. You will be supporting our fleet management hardware and software solutions. You will understand the business impact of incoming tickets and will troubleshoot effectively to resolve technical issues. Strong communication and organizational skills will make you an ideal and successful candidate who will find reward in supporting various software platforms.

Key Responsibilities

• Provide remote support for customers on all Gofleet / ZenduIT products via telephone, email and chat.
• Diagnose and resolve technical hardware and software issues involving connectivity, installation, and configuration.
• Maintain high technical knowledge and expertise on our products and services.
• Exceed individual and team performance metrics, including customer satisfaction, resolution time, and ticket management.
• Stay up to date on new product releases, updates, and industry developments.
• Support various hardware products such as vehicle GPS devices, vehicle engine diagnostics, cellular and Bluetooth asset trackers, and vehicle dash cameras.
• Collaborate with other departments and vendors to resolve customer issues and provide feedback on product performance.
• Create order quotes for the addon devices as per the client’s requirements.
• Understand the client requirements and suggest the relevant products or plans that meet their business needs.
• Manage customer escalations as per the defined procedure.
• Perform data analysis and data-driven reporting.
• Configure and test new products in development.
• Create and maintain customer knowledge base resources.
• Own the customer requests/issues and use effective search skills to find the answers from internal and external resources to provide end-to-end solutions.

Qualifications and Education Requirements

• Flexible to work in a 24×7 environment with rotational shifts.
• Demonstration of strong verbal and written communication and organizational skills. An American accent will be an asset.
• Preference will be given to individuals coming from an Information Technology, Fleet Management, Technical Services / Support, or Engineering background.
• College / University degree is preferred, a degree in Computer Engineering or Computer Science will be an asset.
• 5+ years experience in a technical support / service desk role.
• Experience working with CRMs / Help Desk Applications.
• Experience in analytics, and report generation with Excel / Google Sheets.
• Knowledge of Customer Service principles and practices.
• Able to work independently and in a team environment.
• Proven interest, engagement, self-motivation, and enthusiasm for innovation and technology.
• Should have a dedicated high-speed internet connection with lasting power backup.

What do our employees love about working at GoFleet?

• Opportunity to work and innovate on interesting and challenging projects
• Collaborate with a talented and dedicated group of professionals & subject matter experts across geographies
• Professional development opportunities – A welcoming culture for internal job rotations
• Enjoy the diversity & inclusivity, and zero tolerance to workplace harassment
• Grow your skills and experience with an enabling cultural value of leadership
• Our exciting culture & employee-focused initiatives

Employment Details & Benefits

• This is a full-time remote position
• 24×7 environment with rotational shifts
• Salary as per best industry standards
• Paid Vacations
• Paid Public / Statutory Holiday

Job Types: Full-time, Regular / Permanent

Salary: ₹1,200,000.00 – ₹1,650,000.00 per year

Benefits:

• Work from home

Day range:

• Monday to Friday
• Weekend availability

Shift:

• Night shift
• Rotational shift

Application Question(s):

• What is the notice period in months with your current employer?
• How many years of experience you have in technical support?
• What is your current yearly salary in INR?
• What is your expected yearly salary in INR?

Work Location: Remote