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 Customer Experience Associate is an entry-level Customer Support/Technical Support role responsible for assisting customers with the use of GPS Insight's software, hardware, and SaaS fleet management solutions. This role supports customers through phone, chat, and email, helping trouble shoot issues, answer product questions, and guide users through setup and everyday product use.This position blends customer service, product support, and technical troubleshooting. The ideal candidate enjoys helping people, learning new technology, and delivering a positive customer experience. Associates will assist customers with basic hardware troubleshooting, software navigation, account questions, and feature education.The Customer Experience Associate also identifies opportunities where additional features, services, or training may improve the customer's experience and communicates those needs internally.This role is ideal for someone starting a career in customer support, technical support, help desk, SaaS support, or customer success. Candidates should be comfortable using computers, web-based tools, and CRM systems while communicating clearly with customers.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 customer support and technical support via phone, live chat, and emailTroubleshoot software and hardware issues related to GPS Insight productsAssist customers with basic setup, configuration, installation, and product navigationGuide customers through troubleshooting steps and issue resolutionDeliver excellent customer service and customer experience during every interactionIdentify customer needs and suggest relevant product features, services, or upgradesCommunicate clearly and professionally about solutions, troubleshooting steps, and next actionsDe-escalate customer concerns through active listening, empathy, and problem solvingDocument interactions, troubleshooting steps, and case updates within CRM and support ticketing systemsManage multiple support tickets and customer cases while meeting response time expectationsCollaborate with technical teams, product teams, and account managementProvide basic product walkthroughs and training guidance when neededSupport products including GPS devices, fleet tracking software, mobile applications, dash cameras, and ELD/HOS compliance toolsParticipate in ongoing product training and technical knowledge developmentMaintain strong time management and case management skills while handling multiple customer requestsRequirements Entry-level candidates welcome1+ year of experience in customer service, technical support, help desk, call center, or customer-facing roles preferredStrong written and verbal communication skillsComfortable using computers, web applications, CRM systems, and support toolsAbility to learn software platforms, SaaS products, and connected hardware devicesStrong problem-solving and troubleshooting skillsAbility to remain calm and professional when assisting frustrated or upset customersAbility to work independently and collaboratively in a team environmentStrong time management, multitasking, and organizational skillsAccurate typing speed of 40 WPM or higherExperience with Microsoft Office, Google Workspace, or similar productivity toolsReliable, motivated, and customer-focused mindsetInterest in technology, SaaS, fleet management, GPS tracking, or IT support is a plus but not requiredWhat We OfferFast paced and rapidly growing environmentChance to deliver mission critical data that drives the operations of our economyOpportunity for professional growth and developmentPossibility to learn new and cutting-edge technologies, in an environment that encourages new ideasThere's more as well! Speak with us to find out all details!Benefits401(k) matchingFull Health Benefits (Health, Vision, Dental)Employee assistance programFlexible spending accountHealth savings account Life insurancePaid time offParental leaveTuition reimbursement