As a Customer Support Representative, you will be the first point of contact for many of our users. You are a customer focused, problem solver who is skilled at building relationships with clients. You have a deep understanding of the Cardata product and are a strong multi-tasker who is able to balance competing priorities.
What You'll Be Doing
- Answer general questions for all users through phone, email via Zendesk
- Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
- Properly document and track customer issues and resolutions
- Follow escalation procedures as required
- Share resources with users to educate users on product features, workflows, and navigation of Cardata Cloud and the Cardata Mobile app
- Review compliance documentation to ensure details align with program specifications/ parameters
- Identify resource gaps, propose solutions and assist with development of resources
- Contribute to the knowledge base for the Support team
- Participate in weekly team meetings
- Contribute to the development of the customer support knowledge base and FAQs
- Collaborate with other departments (e.g., customer success, finance, sales, product) to resolve customer concerns
- Meet key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
What You'll Bring
- Demonstrated ability to take ownership of tasks and to work with little to no direct supervision
- Excellent written and verbal communication skillsHighly organized, excellent time management skills
- Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions
- Strong ability to build positive external and internal relationships and work cross-functionally with other teams
- Willingness to learn new processes, adapt to change, and embrace company updates.
Nice to Have
- Familiarity with software such as Zendesk Suite, Google Suite, Cloud
Work Environment & Schedule
- Office hours: Open 8am-7pm, any shift may be assigned
- Remote work - Reliable internet access and quiet work environment
- Occasional overtime work may be required during holidays
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What We Do
Founded by fleet management leaders in 1999, Cardata is the fully-managed vehicle reimbursement partner for field teams. Cardata collaborates with businesses by pairing easy-to-use technology and industry leading expertise to design the simplest and most cost-effective solutions for work-related driving. As a leading SaaS partner for employee-owned fleets, Cardata’s suite includes reimbursement software, IRS compliant tax-free programs, and business intelligence tools. This comprehensive approach reduces liability, lightens administrative burden, and generates average cost savings of over 30% when compared to traditional company cars or taxable allowances. Cardata is driving what matters to their partners by adopting a data-driven approach to reimbursement, co-creating solutions that align with customer goals while ensuring operational efficiencies. Programs include Fixed & Variable Rate Reimbursement, Tax-Free Car Allowance, and Cents per Mile. Could your field team be using their personal cars for work? Reach out to see how you can optimize your program. Visit cardata.co to learn more
