
Motive Software Support Specialist
5 days ago
About the Role:
The Technical Support Engineer - Tracking and Telematics is a Subject Matter Expert who manages, tracks, diagnoses, and troubleshoots cases in Technical Support. They train, educate, assist, and guide other employees within Support and across the company.
Key Responsibilities:- Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn.
- Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues.
- Perform data analysis using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo to assess the impact and prevalence of issues.
- Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and apply them with minimal user disruption.
- Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads.
- Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience.
- Maintain in-depth knowledge of Motive products and features, including navigating the Motive Front End Dashboard and Backend Console.
- Build trusting relationships with customers through open and interactive communication over the phone and chat.
- Provide constructive feedback and create Knowledge-base articles to share knowledge and support other team members.
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