[Remote] Customer Support Agent
Note: The job is a remote job and is open to candidates in USA. Motus is the industry leader in vehicle reimbursement and risk mitigation solutions for employees who drive. They are seeking a proactive and empathetic Customer Support Agent to be the first point of contact for customers, helping them resolve issues and ensure a seamless experience with their products and services.
Responsibilities
- Resolve and respond to end-user and customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levels
- Delight end-users and client administrators with a positive, customer-centric approach to question and issue resolution
- Lead customers' expectations and experience in a way that results in high customer satisfaction
- Manage, monitor, and record all customer cases, case updates, and ongoing tasks in the proper channels
- Review and process customer forms and documentation
- Serve as Subject Matter Expert (SME) on designated Everlance products and support tasks and processes
- Liaise with the team management for escalations and to ensure proactive and timely resolution of end-user issues
- Ability to work after hours and on weekends as needed
Skills
- 1 year or more of customer service or support experience (tech or SaaS experience preferred)
- Strong English communication skills, both written and verbal (French proficiency a plus)
- Tech-savvy with the ability to learn new systems quickly
- Comfortable working in a fast-paced environment and handling multiple tasks
- Proven ability to assist customers across multiple channels, including phone, email, and live chat
- Reliability, consistency and a commitment to the work – adhering to regular business hours and working to close out daily goals benefiting our customers; the ability to communicate and escalate challenges and blockers as needed and work to resolve issues quickly
- Knowledge of the taxation lifecycle, including reimbursements, deductions, compliance, and payment processing, is a plus
- Experience with support platforms such as Zendesk or Salesforce preferred
Benefits
- Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
- Open Paid Time Off for pre-scheduled vacation and personal time off
- Up to 40 hours of Sick Time Off available annually for unexpected absences
- Flexible Spending Accounts & Health Savings Accounts
- Motus-Fidelity 401K Plan
- Company-paid Short/Long-term Disability & Basic Life Insurance Plans
- Family Planning and Parenting Support Benefits through Maven
- Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
- $1000 Home Office Reimbursement Program
- $2000 Internal Referral Program
- WorkAnywhere Reimbursement of Internet and Cellular Costs
- 16 weeks maternity and adoption leave
- 12 weeks paternity leave
Company Overview