Technical Support Specialist - Fullpath

Fullpath is a growing tech company in the automotive space with hubs across the US and Israel. Our mission is to constantly disrupt the industry by creating new, groundbreaking technologies to help dealers build stronger, more resilient businesses. Our work happens in the fast lane as we work to bring AI-powered, data-driven solutions to a quickly evolving industry.

Our team at Fullpath is made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal driven, and, at our core, we believe every voice has value and can impact our bottom line. If you are a creative, solutions-oriented individual who is ready to put your career in drive, Fullpath is the place for you!

As a Technical Support Specialist, you will be at the forefront of the post-sales process representing Fullpath’s top notch customer service. You will act as the technical focal point for customers, investigating and analyzing complex customer issues and providing solutions for their needs. You will be tasked with the overall support workflow from answering inbound calls and emails to opening and solving support tickets.

The role requires advanced time and task management, and the ability to coordinate multiple lines of communication internally and externally. The ideal candidate demonstrates high levels of ownership, accountability, and problem-solving skills as well as enjoys communicating with customers.

This is a hybrid position in the following cities: Burlington, Vermont, NY city, NJ city, or Detroit, Michigan and reports to the the Technical Support leadership.

What you will be responsible for:

• Providing high quality customer support to Fullpath’s customers
• Demonstrating exemplary customer service skills via inbound/outbound phone, email, and internal chats
• Troubleshooting, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk
• Collaborating with Tier 1 Lead and Tier 2 support to solve technical product issues while keeping in constant communication with the customer 
• Demonstrating a “can do” attitude to solve as many issues at your resolution level
• Performing a variety of additional technical tasks on our customers’ accounts

The top candidate will also have:

• Experience working in the automotive industry
• Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads)

Why you should join us:

• Competitive compensation and benefits
• Family-friendly environment and flexible working hours
• An awesome global team of forward-thinking, innovative go-getters
• Opportunity to represent top-notch AI technology that solves our customers' challenges
• Learning and growth opportunities within a fast-paced tech startup environment
• As a member of our team, you will work in an environment that encourages growth, initiative taking, and continuous mutual feedback in order to reach your full potential

*Annual base starting salary: $45K - $65K, depending on experience and other qualifications of the successful candidate. 

*Benefits Options: Medical, Dental, Vision, Disability, Life/AD&D, EAP, 15 vacation days per year to start, 80 hours of sick leave, 12 paid holidays, paid parental leave, & 401k. Additionally, this role is eligible to participate in the Company's equity program.

In the meantime, you can get to know us a little better by checking out @lifeatfullpath on Instagram and Facebook. 

Are you the one? Send your resume and cover letter to: fullpath.TSS@applynow.io

Requirements:

• At least 1-year of experience in troubleshooting for SaaS products
• At least 1-year of experience working with Tier 1 Lead /Tier 2 support
• Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
• Service-oriented approach with strong client-focused skills, comfortable making calls to customers
• Team player with collaborative work style
• Excellent time and tasks management
• Problem-solver mindset
• Excellent English verbal and written communication skills