Customer Support Specialist

About the role:

Samsara is looking for growth-minded, results-driven Customer Support Specialists with strong organizational skills and a high focus on customer service. The goal of the Customer Support Specialist is to help support Samsara's rapidly growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies ranging from commercial transportation to oil and gas companies, to large-scale food producers; as such, candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will be assisting customers in troubleshooting account issues, providing account documentation, and assisting with escalations, via phone, chat, and email.

This is a remote role open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro. Relocation assistance will not be provided for this role.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

In this role, you will: 

• Help Customers with a wide range of general inquiries on billing issues and questions
• Handle customer questions about contract renewals and cancellations
• Solve customer issues and escalations about Samsara products and services
• Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for this role:

• 2+ years of experience in a customer-facing role within a contact center environment 
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a fast-paced environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Salesforce, ServiceCloud)
• Proficient with macOS
• Availability to work flexible hours (morning, night and/or weekends) - Schedules are assigned based on the needs of the business, you must be willing to work the assigned schedule (5 days a week, 8-hour shift with 2 continuous days off) 

An ideal candidate also has:

• Experience supporting service requests in billing, RMA, cancellations, and renewals
• Experience supporting telematics systems, ELDs, and hours of service compliance is a plus
• Spanish and/or French fluency is a plus