Job Description
A Customer Support Specialist at Samsara provides technical assistance and customer service to clients using IoT-based solutions for physical operations, handling inquiries, troubleshooting issues, and ensuring a positive customer experience across multiple communication channels.
Key Responsibilities
- Assist customers with inquiries related to billing, contract renewals, and cancellations
- Troubleshoot and resolve customer issues and escalations regarding Samsara products and services
- Manage customer requests across multiple channels including phone, chat, and email
- Prioritize and handle a high volume of customer cases efficiently
- Provide excellent customer service throughout the entire service cycle
Requirements
- Minimum of 2-3 years of experience in a customer-facing role within a contact center environment.
- Fluency in English and French; German fluency is a must.
- Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings.
- Experience in a fast-paced environment handling escalated customers and able to follow up on customer requests in a timely manner.
- Strong problem-solving skills and a proven ability to deliver a positive customer experience.
- Exceptional communication skills to effectively communicate with a wide range of customers.
- Experience in managing 20 cases per day via phone, chat, and email channels in a fast-paced environment.
- Experience working with ticketing systems such as Zendesk, Salesforce, or ServiceCloud.
- Ability to work flexible hours including mornings, nights, and weekends, with schedules assigned based on business needs, working 5 days a week, 8-hour shifts with 2 continuous days off.
- Proficiency with macOS.
- Ability to assist with general inquiries on billing issues and questions, handle customer questions about contract renewals and cancellations, and assist with escalations about Samsara products and services.
- Experience supporting service requests in billing, RMA, cancellations, and renewals (preferred).
- Experience supporting telematics systems, ELDs, and hours of service compliance (preferred).
- Legal right to work at the company and in the specified work location (if applicable).
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Samsara for Good charity fund
Ready to Apply?
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