Sr. Customer Experience Associate

Job Description

Job Description

Who We Are

GPS Insight offers leading technology for organizations that have drivers and technicians in the field, fleets of vehicles, trailers, and other mobile assets. We provide innovative fleet solutions that include vehicle and asset tracking, in-cab smart cameras, field service software, and compliance management.

We know that when you invest in high-performance technology, you achieve results and maximize your return. We feel the same way about our people at GPS Insight. They are what allow us to build world-class solutions that make us leaders in the fleet and field service management space. They are what enable our customers' success. They are our greatest asset. As a result, we take pride in a workplace committed to those who make us go.

Our commitment to growth enables us to push the telematics and field service operations industries forward. It's rooted in our products, embedded in our culture, and reflected in our team-first values. We're looking for the right people to jump onboard with us. Are you ready to take the ride?

What We Need

The Sr. Customer Experience Associate is an advanced Customer Support / Technical Support role responsible for resolving complex customer issues related to GPS Insight's software, hardware, and SaaS fleet management solutions. This role serves as an escalation point for Tier 1 support, handling in-depth troubleshooting, root cause analysis, and cross-functional issue resolution.

Support customers via phone, chat, and email while also working closely with Engineering, Product, and Tier 1 teams to ensure timely and accurate issue resolution. This role requires strong technical aptitude, problem-solving skills, and the ability to manage and prioritize high-impact customer issues.

This position blends advanced technical troubleshooting, customer advocacy, and operational awareness. The ideal candidate enjoys solving complex problems, analyzing system behavior, and improving processes that enhance the overall customer experience.

Responsible for identifying trends, recurring issues, and product gaps, and providing actionable feedback to internal stakeholders. They play a key role in knowledge sharing, documentation, and mentoring Tier 1 team members.

We are currently seeking a motivated individual to join our team based out of our headquarters in Scottsdale, Arizona. This position may require weekend or holiday shifts.

What You'll Do

• Provide advanced technical support via phone, live chat, and email for escalated customer issues
• Serve as an escalation point for Tier 1 support, assisting with complex or unresolved cases
• Troubleshoot complex software, hardware, connectivity, and integration issues across GPS Insight products
• Perform root cause analysis and work toward long-term solutions, not just immediate fixes
• Collaborate with Engineering, Product, and other internal teams to resolve defects and system issues
• Clearly document findings, troubleshooting steps, and resolutions for internal and customer use
• Identify trends, recurring issues, and systemic problems; escalate appropriately with supporting data
• Drive issue ownership from initial escalation through full resolution, ensuring accountability and follow-through
• Communicate complex technical information clearly and professionally to both technical and non-technical audiences
• Assist in creating and maintaining internal knowledge base articles, troubleshooting guides, and documentation
• Provide guidance, support, and informal mentorship to Tier 1 team members
• Support advanced use cases across GPS devices, fleet tracking software, mobile applications, dash cameras, and ELD/HOS compliance tools
• Participate in testing, validation, and rollout support for new features, updates, and product changes
• Improve internal processes and workflows to enhance efficiency and customer satisfaction
• Maintain strong case and time management while handling multiple high-priority customer issues

Requirements

• 2+ years of experience in technical support, SaaS support, help desk, or related customer-facing technical roles
• Proven experience troubleshooting complex software and/or hardware issues
• Strong analytical and problem-solving skills with attention to detail
• Ability to manage escalations and work independently on high-impact issues
• Excellent written and verbal communication skills, including the ability to explain technical concepts clearly
• Experience working with CRM systems, ticketing systems, and support tools
• Ability to collaborate cross-functionally with technical and non-technical teams
• Strong organizational skills and ability to prioritize competing tasks effectively
• Comfortable analyzing logs, system behavior, and troubleshooting data (preferred)
• Experience with SaaS platforms, connected devices, APIs, or integrations is a plus
• Experience in telematics, fleet management, GPS tracking, or IoT technologies is a strong plus
• High level of professionalism, accountability, and customer focus
• Ability to remain calm and solution-oriented when managing escalated customer concerns
• Proficiency with Microsoft Office, Google Workspace, or similar tools

What We Offer

• Fast paced and rapidly growing environment
• Chance to deliver mission critical data that drives the operations of our economy
• Opportunity for professional growth and development
• Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
• There's more as well! Speak with us to find out all details!

Benefits

• 401(k) matching
• Full Health Benefits (Health, Vision, Dental)
• Employee assistance program
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement