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il y a 5 jours
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Technical Customer Support Representative

Route4Me, Inc
Canada

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Détails du poste

Temps plein
Il y a 5 jours

Avantages

Congés payés

Compétences

Soutien technique
Diplôme d'études secondaires
Gestion de la relation client
Réseaux informatiques
Logiciel-service
VPN

Description complète du poste

Come Grow with Us

Route4Me www.route4me.comis an American multinational technology company specializing in route optimization software for logistics-intensive businesses. Our fully distributed team spans the United States, Eastern Europe, Western Europe, Asia, and South America.

Our Customer Success Team ensures customers achieve measurable business outcomes using our platform. As a Customer Success Manager, you will serve as a strategic advisor to a portfolio of SMB and mid-market customers—driving onboarding success, product adoption, customer health, retention, long-term value, and account growth.

This role blends relationship-building, proactive engagement, strategic insight, and operational execution. You will play a critical part in uncovering expansion opportunities, maintaining accurate customer documentation, and cultivating customer advocates.

This is not just a job. This is a career with a leader in route optimization.

About the Role

Route4Me seeks an experienced candidate to work with customers to understand and solve technical concerns raised through various channels, including live chats, phone calls, or email inquiries. The successful candidate will assist customers through information sharing, bug-testing, and gaining an understanding of customers’ needs.

Responsibilities include:

Responding to customers promptly (pre-set requirements of time) and within the given processes
Determine a customer’s needs through an understanding of their business use case
Provide fact-based options to solve customers’ needs
Achieve and maintain required performance levels
Manage special projects as assigned by management to meet customer and cross-functional team needs
Act as an escalation point and advocate for critical customer issues
Accurately document customer concerns to assist with efficient resolution
Attend monthly/quarterly performance reviews and strategy meetings

Qualification & Skills

Have a strong technical background and the ability to understand complex sequences
Have a solution-based approach to problem-solving
Personable, and is able is build credibility through action and responsiveness, resulting in the perception that no matter what the issue, you are the customer’s go-to champion within Route4Me
Can-do attitude with dedication
Be able to pivot as business needs arise quickly
Ability to work independently as well as part of a team
Be an advocate for your customers and your team
Have a working knowledge of the SAAS business segment
Understanding and being able to explain platform functionality to customers and team members
CRM experience preferred

Requirements

High School Diploma or equivalent
Experience working with spreadsheets
Ability to work flexible hours, including evenings and weekends
High-speed fiber or cable internet connection
Secure and distraction-free work area

Job Type: Full-time

Pay: $25.00-$33.00 per hour

Benefits:

Paid time off

Application question(s):

Do you speak additional languages that can assist our customers globally?

Experience:

Tech Support: 2 years (required)

Location:

Canada (required)

Work Location: Remote

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