Customer Support Executive

Job description:

Customer Support Executive – ELD / Telematics

We are looking for a customer-focused and responsible ELD Customer Support Executive to assist truck drivers, fleet owners, and transportation companies with queries related to Electronic Logging Devices (ELD), Hours of Service (HOS), compliance, devices, and software applications.

The ideal candidate should have excellent communication skills, a problem-solving attitude, and the ability to handle customer queries professionally in a fast-paced support environment.

Key Responsibilities

• Handle incoming customer support calls, chats, and emails related to ELD services.
• Assist customers with ELD device, application, and account-related issues.
• Troubleshoot basic ELD connectivity, login, device, and application problems.
• Guide drivers and fleet managers through ELD features and basic troubleshooting steps.
• Assist customers with HOS logs, unidentified driving, duty status, and ELD-related queries.
• Escalate technical or complex issues to the appropriate technical team.
• Maintain accurate records of customer interactions and support tickets.
• Follow up with customers to ensure issues are resolved within the required timeframe.
• Provide clear and professional information regarding ELD products and services.
• Handle customer complaints calmly and work toward effective resolutions.
• Coordinate with Technical, Sales, and Operations teams when required.
• Maintain professional communication and follow company support procedures.
• Achieve assigned customer service, quality, and productivity targets.

Requirements

• Excellent spoken and written English communication skills.
• Customer service or technical support experience is preferred.
• Experience in ELD, GPS, Fleet Management, Telematics, Trucking, or Logistics will be an advantage.
• Basic knowledge of computers and internet applications.
• Ability to understand and troubleshoot basic technical issues.
• Good listening, communication, and problem-solving skills.
• Ability to work independently as well as part of a team.
• Comfortable working in a US shift / night shift environment.

Preferred Skills

• ELD / HOS knowledge
• Fleet management software knowledge
• Customer relationship management
• Technical troubleshooting
• Ticket and case management
• Strong verbal communication
• Patience and conflict-resolution skills

Key Performance Indicators (KPIs)

• Customer Satisfaction
• First Contact Resolution
• Call/Chat Quality
• Response and Resolution Time
• Ticket Accuracy
• Attendance and Schedule Adherence
• Customer Retention and Support Quality

What We Offer

• Competitive salary
• Performance-based incentives, where applicable
• Professional training on ELD products and systems
• Growth opportunities within the organization
• Supportive and professional work environment