Technical Customer Support Specialist

6 days ago

Chennai, Tamil Nadu, India Motorq Full time
About Motorq

Motorq is a leading vehicle infrastructure and analytics software company that provides unparalleled insights into fleet vehicle data. Our Connected Vehicle Data Platform enables businesses to gain valuable insights without the need for hardware, while also serving mixed fleets by integrating with aftermarket devices.

We are expanding rapidly and seeking world-class candidates to join our growing team.

The Role

We are looking for a Technical Customer Support Associate to join our team and drive our customer support operations. This role will be instrumental in supporting a growing start-up with responsibilities focused on technical and tactical tasks assisting the customers and customer success team.

In this role, you will be responsible for owning and executing multiple processes critical to enabling our customers to scale more vehicles on our platform and have a stellar customer experience. This includes capability checks, account setup/onboarding, user management, vehicle enrollment/unenrollment, data, or software troubleshooting, SOP documentation, and more.

You will interface 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.

Key responsibilities include:

  • Tracking and managing key deliverables during pre-sales and customer onboarding processes through 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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