Bilingual Customer Support Specialist - India

About the role:

Samsara is looking for growthminded resultsdriven Customer Support Specialists with strong organizational skills and a high focus on customer service. The goal of the Customer Support Specialist is to help support Samsaras rapidly growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies ranging from commercial transportation to oil and gas companies to largescale food producers; as such candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multichannel contact center environment. You will be assisting customers in troubleshooting account issues providing account documentation and assisting with escalations via phone chat and email.

This is a hybrid position that will require you to assist our Bengaluru City office every now and then for operational purposes.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in realworld impacthelping to keep the lights on get food into grocery stores reduce emissions and most importantly ensure workers return home safely.
• You are the architect of your own career: If you put in the work this role wont be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development countless opportunities to experiment and master your craft in a hyper growth environment.
• Youre energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative ambitious ideas for our customers.
• You want to be with the best: At Samsara we win together celebrate together and support each other. You will be surrounded by a highcalibre team that will encourage you to do your best.

In this role you will:

• Help Customers with a wide range of general inquiries on billing issues and questions
• Handle customer questions about contract renewals and cancellations
• Solve customer issues and escalations about Samsara products and services
• Experience in multichannel servicing including excellent phone skills and good writing skills for Web email and channel requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction
• Champion role model and embed Samsaras cultural principles (Focus on Customer Success Build for the Long Term Adopt a Growth Mindset Be Inclusive Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 23 years of experience in a customerfacing role within a contact center environment
• English and French /German Fluency is a must
• Demonstrated ability to increase productivity through daily task completion personal development and guided trainings
• Experience in a fastpaced environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problemsolving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fastpaced environment managing 20 cases per day via phone chat and email channels
• Experience working with ticketing systems (e.g. Zendesk Salesforce ServiceCloud)
• Ability to work flexible hours (morning nights and weekends) Schedules are assigned based on the needs of the business you must be willing to work the assigned schedule 5 days a week 8hour shift with 2 continuous days off)
• Proficient with macOS

An ideal candidate also has:

• Experience supporting service requests in billing RMA cancellations and renewals
• Experience supporting telematics systems ELDs and hours of service compliance is a plus

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Required Experience:

Unclear Seniority