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Customer Support Specialist
We are looking for an exceptional Customer Support Specialist to join our fast-growing support department. This role will focus primarily on customer tickets (approximately 80% of time), ensuring timely, high-quality resolution of issues, while also dedicating 20% of time to supporting customer implementations and onboarding initiatives.
About Record360
We believe that every person deserves simple technology tools that just work. Our mission is to help businesses feel confident sharing high value assets (i.e., equipment, trucks, cars) by providing them with simple tools to inspect, protect and manage their fleets and build relationships of trust with their customers. We aspire to provide amazing experiences to our customers, build simple and impactful products, and become the best versions of our personal and professional selves. Our asset maintenance platform is used by thousands of equipment, truck, and car rental shops and we’re growing fast.
The Role
We are looking for an exceptional Customer Support Specialist to join our fast-growing support department. This role will focus primarily on customer tickets (approximately 80% of time), ensuring timely, high-quality resolution of issues, while also dedicating 20% of time to supporting customer implementations and onboarding initiatives.
The Customer Support Specialist will manage a portion of the ticket queue and work closely within the cross-functional Record360 ecosystem, including Account Executives, Marketing, the Success Team, Engineering, and Product Specialists. We’re looking for someone who LOVES working with customers and cares deeply about delivering an outstanding experience.
The ideal candidate is technically minded, enjoys problem-solving, and is excited to continuously learn. The role includes working with JSON and various tools and software platforms. This position offers significant development opportunities for someone who demonstrates the curiosity and drive to expand their skill set.
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An ideal candidate has experience in a metrics-driven support environment and is motivated to improve processes, contribute to implementations, and make customers successful. This role reports directly to the Customer Support Manager.
Responsibilities
- Respond to customers quickly and kindly via Zendesk Platform
- Become product and industry expert, to help customers learn best practices
- Build and edit workflows within JSON and configuration tool
- Answering Inbound customer calls
- Troubleshoot and escalate tickets to engineering
- Learn the ins and outs of our app on both iPhone and Android devices
- Take on responsibility of ad hoc projects or roles
- Engage directly with clients on technical requests and identifying common client challenges and suggesting solutions
- Work cross-functionally with sales, marketing, engineering, and product teams
- Work closely & harmoniously with fellow Support agents to develop new support processes, troubleshoot customer needs
- Lead UK client onboardings via Zoom, guiding customers through setup and configuration, and provide hands-on support throughout their activation period
- As the primary UK-based team member, ensure overnight tickets are cleared promptly, provide support during UK business hours, and help cover US Eastern Time hours to maintain seamless global support coverage
Qualifications
- 1-2 years experience managing support queue within Zendesk or similar CRM
- 1–2 years of experience leading onboarding and implementation for custom-configured accounts
- Superb written and verbal communication skills - Able to communicate complex information in a clear and useful manner
- Strong customer-facing and presentation skills with the ability to establish credibility with customers
- Positive attitude, empathy, and high energy (High EQ. You're an empathetic, self-aware leader of people)
- Ability to take initiative
- Adaptable. You’re constantly learning and can flex between rolling up your sleeves or delegating responsibilities and empowering your team
- Competence with G Suite applications (e.g., Gmail, Google Drive, etc.) required
- Basic troubleshooting experience preferred
- Technically minded- Natural problem solver
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*Availability to train during US business hours (1:00 PM – 9:00 PM UK time) is required (up to 90 days).
Job Type: Full-Time, Salary.
Benefits: Dental scheme, discounted gym memberships, Pension scheme, life assurance, cycle2work scheme
Point of Rental Software / Record360 is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. Point of Rental Software / Record360 is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.
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