The Decisiv Service Relationship Management (SRM) Platform is a cloud-based service that enables transportation fleets and their service providers to collaborate on vehicle maintenance and repair, process efficiencies, reducing downtime and bottom-line impact.
The Support Agent is responsible for supporting all Decisiv delivery services (with the help of the rest of the Decisiv team), as well as supporting engagement with customers on best practice usage of the Decisiv SRM Platform.
Responsibilities
- Support services for Decisiv fleet and service provider customers, including Decisiv application services implementation, usage monitoring, handling support queries and documenting all support services and customer interactions.
- Ability to work without specific guidelines and procedures.
- Create new tickets for service incidents/requests and ensure relevant information for troubleshooting is captured within the ticket.
- Timely response to customer calls, emails and other support requests assigned through internal ticketing system.
- Provide updates to customers on any changes to their service ticket.
- Handle inquires efficiently, maintaining a general level of knowledge about our products and features.
- Resolves, or ensures routing to appropriate support staff.
- Meet all company and agreed-to customer Service Level Agreements (SLA) and performance parameters.
- Partners with all other Decisiv support departments to meet contractual and internal requirements.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor work visas.
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental Pay:
- Bonus pay
Work Location: Remote