Technical Customer Support Associate

3 months ago

Chennai, India Motorq Full time

About the Company:

Motorq is the leading vehicle infrastructure and analytics software company that tells you everything you need to know about your fleet’s vehicles by connecting to them directly. Our Connected Vehicle Data Platform allows businesses to gain powerful insights from their fleet's data without the need for hardware while also serving mixed fleets by integrating with aftermarket devices. Through partnerships with 13 of the largest global auto manufacturers, Motorq has developed industry-defining benchmarks for EVs and ICE vehicles

Motorq is expanding and seeking world-class candidates to join our growing team.


The Role:

Motorq is growing rapidly to support its expanding customer base, data source integrations, and new product development efforts. Motorq’s core products – car data and analytics - are delivered through a suite of technical interfaces (e.g., API, streaming) and SaaS applications.

We are looking for a Technical Customer Support Associate, to join our team and drive our customer support operations which will impact the customer experience.

In this role, you will be instrumental in supporting a growing start-up with responsibilities focused on technical and tactical tasks assisting the customers and customer success team. You’ll have countless opportunities to take on new responsibilities, lead important initiatives, and build new skills. This role will be part of an India-based customer operations team collaborating with US-based customer support and customer success teams.

This team member must have a track record of supporting enterprise customers at a B2B SaaS company, delivering smooth onboarding experience, acknowledging, and troubleshooting customer pain points on an ongoing basis. If you’re somebody who loves working on technical issues, solving problems, analysing data, taking ownership, and moving fast, this could be a great fit for you. This role is full-time and based in India (Chennai/ Bengaluru, Hybrid work model).


Responsibilities:

  • Owning and executing multiple processes that are critical to enabling our customers to scale more vehicles on our platform and have a stellar customer experience – Capability checks, account setup/onboarding, user management, vehicle enrollment/unenrollment, data, or software troubleshooting, SOP documentation etc.
  • Interfacing closely with US-based customer support team and India-based engineering, data science teams to support enterprise customers across numerous stages, with a focus on onboarding, support, and operational activities
  • Tracking and managing key deliverables during pre-sales and customer onboarding processes though close collaboration with internal stakeholders
  • Coordinating various activities with automotive OEM partners – vehicle troubleshooting, enrollment / unenrollment, consent, ownership audits, etc.
  • Documenting and maintaining SOPs for future reference
  • Collaborating with US and India teams (few hours overlap with US business hours daily) and adapting to flexible work hours as per organizational requirement
  • Supporting Motorq leadership team for the administrative needs of a busy, growing technology start-up


Qualifications:

The ideal candidate has a track record of providing technical support, delivering exceptional customer experience, and has the following characteristics and qualifications:

• Self-driven and motivated by facilitating the customer experience

• Excellent written and verbal communication skills

• Organized, with the ability to reliably track and execute multiple competing tasks and frequent changes in priorities

• Analytically minded and comfortable with numbers and analytics, (spreadsheets will be used extensively)

• Able to structure thoughts and justify decisions with clarity in communication

• Committed to quality, with extreme attention to detail

• Excited about working in a fast-paced, dream-big, collaborative, and open environment

• Basic knowledge of technical applications, APIs, SQL, etc

• 2+ years in SaaS technical customer operations or technical customer support role




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