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Job Description
A Customer Support Specialist at Samsara provides technical assistance and customer service to clients using IoT-based operations solutions, handling inquiries related to billing, account issues, and product escalations across multiple channels to ensure a positive customer experience.
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
- Provide support through multiple channels including phone, chat, and email
- Manage and prioritize customer requests and work queue effectively
- Maintain excellent customer service throughout the service cycle
Requirements
- 3-5 years of experience in a customer-facing role within a contact center environment
- Fluency in English
- 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 customers with general inquiries on billing issues and questions, including contract renewals and cancellations
- 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
Above-market total compensation including base salary, performance-based bonus, and equity
Flexible, employee-led remote work model with options for in-office or hybrid work
Comprehensive health and parental leave plans
Professional development stipend
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