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Department: Support
Role Type: Full-Time
Experience: 2+ Years Related Experience
Location: Waterloo, ON



Position Summary

This exciting and fast paced role serves as the voice of BigRoad to our customers. As a Customer Support Representative you will be on the front line of our Customer Support team troubleshooting tech issues, solving account concerns, and making customers happy. You will be a fixer for any and all support issues. Your primary focus will be answering support questions about our product through a variety of communications methods.

Background

BigRoad has been providing industry leading electronic logging and compliance solution to the North American transportation industry since 2011. In 2017, BigRoad was acquired by Toronto-based Fleet Complete® — a leading global provider of mission critical fleet, asset, and mobile workforce management solutions. For more than 15 years, Fleet Complete has helped business owners improve their bottom line with enhanced digital dispatching, automated fleet tracking and effective mobile resource management solutions. With Fleet Complete’s recent acquisition of BigRoad, together our trusted names have combined to continue to offer industry-leading software and hardware solutions to our customers. Together we continue to make significant impact in the safety, compliance and transportation industry.

What You'll Be Doing

  • Effectively troubleshoot issues with urgency, working hard to solve every customer issue on their first contact
  • Answer all calls, emails, and live chat requests from customers who have questions regarding features or have issues relating to the app, their account, or just general inquiries
  • Become a BigRoad knowledge base, you will know the product inside and out
  • Represent BigRoad in a positive and professional manner
  • Update Salesforce.com cases with all appropriate information pertaining to your customer interactions
  • Customer retention through relationship building

Requirements

  • Minimum of 2 years in customer support and administration in tech/software support role
  • Ability to identify problems/challenges through conversation and create resolutions for customers quickly and efficiently
  • Excellent communication skills with the ability to articulate technical issues
  • Experience creating and maintaining customer relationships
  • Team player with a positive attitude and the drive to go above and beyond to achieve success
  • Experience in customer service (support or sales)
  • Manage multiple projects simultaneously and prioritize accordingly
  • Salesforce.com experience is an asset
  • Self-motivated with the ability to work independently
  • Multilingual (French and Spanish) an asset

Why BigRoad is a Great Place to Work

  • Collaborative work environment
  • Opportunities to learn and grow your skills
  • Weekly company-wide catered lunches
  • Friday social with Waterloo’s best selection of craft beer
  • Rooftop patio with BBQs
  • Snacks, snacks, and more snacks
  • Ping pong table, video games, and NERF gun wars
  • Located in Waterloo near public transit, restaurants, and shopping

What's Next?

Sound like something you might be interested in? Apply for this role here.