Customer Support Specialist IV-2

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara we are helping improve the safety efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP these industries are the infrastructure of our planet including agriculture construction field services transportation and manufacturing and we are excited to help digitally transform their operations at scale.

Working at Samsara means youll help define the future of physical operations and be on a team thats shaping an exciting array of product solutions including Video-Based Safety Vehicle Telematics Apps and Driver Workflows and Equipment Monitoring. As part of a recently public company youll have the autonomy and support to make an impact as we build for the long term.

About the role:

Samsara is looking for growth-minded results-driven 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 large-scale 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 multi-channel 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 real-world 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 high-calibre 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 questionsHandle customer questions about contract renewals and cancellationsSolve customer issues and escalations about Samsara products and servicesExperience in multi-channel servicing including excellent phone skills and good writing skills for Web email and channel requestsAbility to prioritize work queue and backlog in addition to incoming customer requestsProvide excellent customer service throughout the service cycle from initial request to final close out of the transactionChampion 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:

3-5 years of experience in a customer-facing role within a contact center environmentEnglish Fluency is a mustDemonstrated ability to increase productivity through daily task completion personal development and guided trainingsExperience in a fast-paced environment handling escalated customers and able to follow up on customer requests in a timely mannerStrong problem-solving skills and a proven ability to deliver a positive customer experienceExceptional communication skills to effectively communicate with a wide range of customersExperience in a fast-paced environment managing 20 cases per day via phone chat and email channelsExperience 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 8-hour 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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