Job Description

SureCam provides commercial vehicle fleets with real-time visibility into harsh driving events and accidents. Our mission is simple: help fleets run safer, and more profitably. Our solution, a network-connected dash cam and software platform, provide access to footage in real time, and give fleet operators the information they need to minimize claims/insurance costs and increase safe driving.

We believe every fleet, from 5 vehicles to 5,000 should have access to the same best-in-class technology that provides real time visibility into what's happening on the road. Our clients range from globally recognized commercial fleets, to independent operators.

DESCRIPTION:

• Proactively supports customer onboarding to include device set up and documentation in SureCam's software and CRM systems.
• Manage incoming service inquiries (Tier 1 Support) and ensure that resolution to any issue is prompt and properly communicated to the customer. This includes requests such as login/password issues, billing inquiries, footage requests, device issues, warranty requests, terms of sale, hardware troubleshooting, etc.
• Maintain relationships with existing accounts by consistently following-up to ensure customer satisfaction.
• Support field-based resources on the SureCam team, including sales, engineering and subcontractors.
• Regularly engage with the sales team to assist in providing outstanding technical support throughout the sales process.
• Support the SureCam sales team when conducting trials with prospective customers.
• Review and analyze entire US installed base and proactively identify any potential issues and resolve with customer.
• Report and document to management issues via systems/spreadsheets, Zendesk.
• Ensure that all SureCam customers receive training and are competent in the use of SureCam's software platforms on Surecam View and View Pro.
• Able to remotely resolve customer issues via phone and email.
• Track and manage inbound shipping for USA operations.
• Other duties that may reasonably be expected of this role.

YOU WILL HAVE:

• Proven customer support experience or experience as aclient service representative
• Relevant experience in a technology industry. Telematics experience preferable but not essential.
• A good knowledge of Office 365.
• Well-developed communication skills, both written and oral.
• Strong communication skills in relation to customer relations skills and active listening
• Familiarity with CRM systems and practices