Customer Support Officer
Core
First point of contact for customers requiring assistance with fleet maintenance, compliance, and asset management software platform.
Role type
Customer Support Specialist (SaaS)
Builds
Fleet maintenance, compliance, and asset management software solutions
Domain
SaaS, Fleet & Transport Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Zendesk, Excel (data formatting/manipulation), technical troubleshooting, issue investigation, root cause analysis, ticket management
Preferred skills
API/webhook knowledge, system integration understanding, transport compliance processes, SaaS support experience
Technologies
Zendesk, Excel, APIs, webhooks
Responsibilities
Respond to customer enquiries via phone, ticketing systems, and online meetings; Troubleshoot software issues, configuration challenges, and system behaviors; Investigate, document, and escalate technical issues to the Development Team; Create and maintain knowledge base articles and support documentation; Support client onboarding activities including data imports and formatting; Collaborate with Development, Product, and Customer Success teams to improve customer experience and product functionality.
