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Support Specialist - West Coast

United States

Motus is the definitive leader in mobile workforce solutions. Its platform simplifies the reimbursement and management of vehicle, device, and location costs through personalized calculations. Empower your team with a suite of fully integrated solutions that take the complexity out of compliance. Peace of mind included.

At Motus, we’re dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day – WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether.

Position Description:

Motus is looking for a Customer Service professional to join the team as a Vehicle Support Specialist. You will learn the foundation of our business model by serving as the front-line to our customer base and work towards becoming a guide on Motus’ suite of products to provide support to our administrators and end-users. You will strengthen customer relationships and ensure positive engagement with Motus products by supporting inquiries via phone, email, and web chat.

This role will kickstart your career in a high-growth Software-as-a-Service organization, work with a tight-knit team, and help make work-life better for customers across every industry and state. Along with supporting our end-users, you will have the opportunity to work cross-functionality where you’ll learn the business from the ground up, gain insight into the critical functions of a Software-as-a-Service (SaaS) company, build transferable skills, explore professional interests, and discover where you can have the greatest impact.

If you’re interested in pursuing a career at a tech company but aren’t exactly sure where to start or what you want to do and you are positive and tenacious, have exemplary communication, and a collaborative, team-oriented spirit, this is the role for you. Your career at Motus will begin with thorough training to support end-users.  Once your foundational knowledge is firm, you will move into Administrator support. 

This team member will support our West Coast customers and therefore the hours for this position are 8am PT - 5pm PT. Candidates that are located in the Pacific or Mountain Time Zone are preferred. 

Position Duties:

  • Resolve and respond to customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levels.
  • Delight 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 Motus ticket management platform.
  • Review and process customer forms and documentation when required.
  • Assist the end-user support team if the business need arises and requested.
  • Serve as Subject Matter Expert (SME) on designated Motus products and Motus Support tasks and processes.
  • Liaise with the Product, Customer Success, and Enterprise Account Management teams as vital to ensure proactive and timely resolution of end-user issues.

Desired Skills & Experience:

  • 0-3 years of customer support experience, preferably in a B2B, SaaS environment
  • Fluent in French or Spanish (read, speak, and write) is a plus
  • Exemplary verbal and written communication skills
  • Experience with Zendesk a plus
  • Commitment to service excellence
  • Ability to articulate complex and technical concepts
  • A positive, adaptable and enthusiastic team member
  • Strong teammate and commitment to get the job done, no matter how big or small
  • Strong ability to prioritize and meet a dedicated timeline
  • Attention to detail and strong organizational skills.
  • History of excelling in collaborative team environments
  • Commitment to success—for yourself and your team
  • Analytical mind-set who loves solving problems
  • Proficient in Microsoft Office Suite.

Where required by law, Motus provides a reasonable range of compensation for specific roles. The pay rate for this role is $23.56 per hour, which is equivalent to $49,000 annually. Actual compensation will depend on several factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

Please see below for an outline of the Motus benefits package. Motus supports both the physical and mental health of their employees.

Motus 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 

Motus champions the power of true individuality, actively celebrating and accepting each team member. We strategically recruit and retain talent reflecting our local communities’ rich diversity, fostering a culture where innovation thrives. Through dynamic learning sessions, strategic training, and our lively Employee Resource Groups, we kindle substantial dialogues, continuous learning, and ensure every voice is not only heard but celebrated.

Motus, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. 

 

 

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