Customer Experience Associate

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.

• Assist customers with basic hardware troubleshooting
• Assist customers with software navigation
• Answer account questions
• Guide customers through troubleshooting steps and issue resolution
• Identify customer needs and suggest relevant product features, services, or upgrades
• Communicate clearly and professionally about solutions, troubleshooting steps, and next actions
• Document interactions, troubleshooting steps, and case updates within CRM and support ticketing systems
• Manage multiple support tickets and customer cases while meeting response time expectations
• Collaborate with technical teams, product teams, and account management
• Provide basic product walkthroughs and training guidance when needed
• Support products including GPS devices, fleet tracking software, mobile applications, dash cameras, and ELD/HOS compliance tools
• Participate in ongoing product training and technical knowledge development
• Maintain strong time management and case management skills while handling multiple customer requests

Requirements

• Entry-level candidates welcome
• 1+ year of experience in customer service, technical support, help desk, call center, or customer-facing roles preferred
• Strong written and verbal communication skills
• Comfortable using computers, web applications, CRM systems, and support tools
• Ability to learn software platforms, SaaS products, and connected hardware devices
• Strong problem-solving and troubleshooting skills
• Able to remain calm and professional when assisting frustrated or upset customers
• Able to work independently and collaboratively in a team environment
• Strong time management, multitasking, and organizational skills
• Accurate typing speed of 40 WPM or higher
• Experience with Microsoft Office, Google Workspace, or similar productivity tools
• Reliable, motivated, and customer-focused mindset
• Interest in technology, SaaS, fleet management, GPS tracking, or IT support is a plus but not required

What We Offer

• 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