[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 ensuring a seamless experience with their products and services.ResponsibilitiesResolve and respond to end-user and customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levelsDelight end-users and client administrators with a positive, customer-centric approach to question and issue resolutionLead customers' expectations and experience in a way that results in high customer satisfactionManage, monitor, and record all customer cases, case updates, and ongoing tasks in the proper channelsReview and process customer forms and documentationServe as Subject Matter Expert (SME) on designated Everlance products and support tasks and processesLiaise with the team management for escalations and to ensure proactive and timely resolution of end-user issuesAbility to work after hours and on weekends as neededSkills1 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 quicklyComfortable working in a fast-paced environment and handling multiple tasksProven ability to assist customers across multiple channels, including phone, email, and live chatReliability, 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 quicklyAbility to work after hours and on weekends as neededKnowledge of the taxation lifecycle, including reimbursements, deductions, compliance, and payment processing, is a plusExperience with support platforms such as Zendesk or Salesforce preferredBenefitsMedical Insurance, Dental Insurance, Vision Insurance (effective day one)Open Paid Time Off for pre-scheduled vacation and personal time offUp to 40 hours of Sick Time Off available annually for unexpected absencesFlexible Spending Accounts & Health Savings AccountsMotus-Fidelity 401K PlanCompany-paid Short/Long-term Disability & Basic Life Insurance PlansFamily Planning and Parenting Support Benefits through MavenSupport your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health$1000 Home Office Reimbursement Program$2000 Internal Referral ProgramWorkAnywhere Reimbursement of Internet and Cellular Costs16 weeks maternity and adoption leave12 weeks paternity leaveCompany OverviewMotus is the most accurate vehicle management and reimbursement platform available. It was founded in 2004, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is http://www.motus.com.



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