Customer Support Specialist

Customer Support Specialist
Greensboro, NC
Pay: $22.00 per hour
26-05706
Job Summary

The Customer SupportSpecialist serves as the first point of contact for customers and dealers using a fleet management and connected services platform. This role is responsible for supporting customer onboarding, account registration, portal access, technical inquiries, and connectivity-related issues through phone and email channels. The specialist collaborates with internal teams to resolve customer concerns, improve support processes, maintain service quality standards, and contribute to customer adoption and engagement initiatives. This position requires strong customer service skills, technical aptitude, problem-solving abilities, and the ability to manage multiple priorities in a fast-paced environment.

Job Responsibilities

• Serve as the primary support contact for customer and dealer inquiries via phone and email.
• Support customer onboarding, account registration, and portal access activities.
• Assist customers with platform navigation, connectivity services, and account management.
• Monitor support queues, email inboxes, and case management systems to ensure timely response and resolution.
• Manage customer cases from intake through closure while adhering to established policies and procedures.
• Escalate complex technical issues to appropriate internal teams when necessary.
• Utilize internal systems, databases, and support tools to research and resolve customer inquiries.
• Collaborate with cross-functional teams to ensure timely issue resolution and customer satisfaction.
• Support onboarding and integration of new products, services, and customer groups into the platform.
• Provide training and guidance to customers and dealers on platform functionality and available services.
• Develop and maintain knowledge base documentation to improve first-call resolution and reduce recurring issues.
• Monitor case activity and identify trends, recurring issues, and opportunities for process improvement.
• Provide feedback regarding customer experiences, product functionality, and service enhancements.
• Participate in future product launches, service implementations, and support readiness activities.
• Contribute to departmental performance metrics, customer adoption goals, and operational objectives.
• Act as a subject matter expert on customer support processes, connectivity services, and portal functionality.

Job Requirements

• Bachelor's degree required.
• Minimum of 5 years of customer service, customer support, or conflict resolution experience.
• Strong verbal and written communication skills.
• Excellent customer service and relationship management abilities.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to interpret technical documentation and communicate technical concepts to non-technical users.
• Proficiency with case management systems, databases, and Microsoft Office applications.
• Ability to collaborate effectively across multiple departments and teams.
• Demonstrated ability to take ownership of customer issues and drive resolution.
• Strong interpersonal skills and ability to build positive working relationships.
• Dependable, self-motivated, and results-oriented.

Work Experience

• Minimum of 5 years of customer service, customer support, conflict management, or related experience.
• Experience supporting digital platforms, connected services, software applications, or technical products preferred.
• Experience within the automotive, transportation, fleet management, or related industry preferred.
• Experience supporting customer onboarding and account management processes preferred.
• Bilingual English and Spanish communication skills preferred.
• Technical experience within the automotive industry is a plus.
• Knowledge of connected services, telematics, or vehicle connectivity solutions is preferred.

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [emailprotected] or (732) 238-6050.