From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. Its platform lets safety, operations and finance teams manage drivers, vehicles, equipment, and fleet related spend in a single system.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries.
Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. As a bilingual Technical Support Engineer, you will provide support in both Spanish and English.
What you'll do
- Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
- Resolve support issues related to Motive's products.
- Investigate the source of errors or bugs using the available data and tools.
- Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
- Assess the impact and prevalence of issues by analyzing the data to determine the root cause.
- Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
- Provide constructive feedback to Tier 1 agents for training purposes and assist with technical questions.
- Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email.
- Train, educate, assist, and provide guidance to other employees within Support and across the company, as needed.
- Identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering.
What they're looking for
- Fluent in speaking Spanish and English (US).
- Skilled in written communication in both Spanish and English.
- 2–3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
- Familiarity with the software development process and tools for a SAAS based product.
- Technical knowledge/troubleshooting skills, and a willingness to learn and excel.
- Ability to perform an in-depth root cause analysis.
- Authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.
Nice to have
- Basic knowledge of SQL and Python is a plus.
From the company page
Benefits
The hot takeJeff's read on Motive
Jeff hasn't written this one up yet.
Ask, and Motive jumps the queue.