Technical Support Specialist

We’re growing and are looking for customer-focused technical staff to join our team. We develop and sell web-based software (and related hardware) that is used to manage fleets of vehicles. Our solution helps government (federal, state, city, county & local), commercial (e.g. Auto OEMs, oil companies), educational (e.g. large universities to community colleges), and other organizations optimize the use of their vehicles and their fleet staff. Our software is simple to use yet very powerful with respect to the benefits that our customers receive from it. The software provides on-line vehicle reservations, notifications of overdue preventive maintenance, and more. Our hardware includes cool technologies such as touch-screen kiosks, automated boxes to hand-out and collect car keys, GPS systems and more.

The Technical Support Specialist core job is to help our clients troubleshoot issues and resolve problems.  This is accomplished by having a thorough understanding of our product and our clients' needs.  This position can be remote, and hours for this position are 9:00 am to 6:00 pm or 10:00 am to 7:00 pm, ET.

What You’ll Be Doing

• Join a high performance, customer-focused team of Technical Support Representatives fulltime
• Participate in regular meetings with Support team members to ensure overall team success
• Effectively track, prioritize, and ensure that support tickets are resolved in a timely and satisfactory manner
• Participate in on-call rotation
• Efficient escalation of incidents and issues that affect customer production software and hardware to the Development and Product Management teams
• Provide technical support to clients on FleetCommander application as well as hardware and custom interfaces
• Document processes and procedures necessary to resolve application issues and/or best practices
• Maintain and document information on customer knowledge base
• Track and communicate customer feature requests to product development
• Provide feedback on new features during the development cycle
• Assist with product testing cycles – system and regression testing
• Maintain key performance indicator goals

Experience and Skills Needed

• Minimum of 3+ years in a technical support, preferably in a customer facing role
• Must possess strong sense of ownership of customer relationship
• Personal and corporate integrity
• Exceptionally strong verbal and written communication skills
• Must demonstrate strong interpersonal skills
• High-level of technical aptitude and an ability to quickly learn new technologies
• Ability to quickly assess situations to pinpoint source of technical issues
• Self-Starter with strong organizational skills and drive to power through the daily tasks
• Potential to thrive in a fast-paced and high-growth startup environment with evolving responsibilities

Preferred Skills

• Experience and/or certification with Salesforce or other help desk systems
• Experience working with hardware
• Networking knowledge
• Understanding of SQL Server and IIS
• Experience with Microsoft Teams
• Fleet Management Experience
• Experience with meeting Service Level Agreements
• Technical writing skills a bonus
• Must be willing to roll up your sleeves and understand how to use, and maximize the benefit from our application!

What’s In It For You

• Training on different hardware and software technologies
• Salary commensurate with experience
• Benefits including health, dental, paid vacation, holidays and matching 401K plan
• Paid, paid time off program
• Flexible work environment with casual dress code with remote work possibility
• Dynamic and dedicated team

About Agile Fleet…

Our company is small (~ 30 employees) yet our reputation is known throughout the fleet industry across North America, including government (federal, state, local), education (colleges, universities), commercial industries, and non-profits. Our headquarters is in Chantilly Virginia. We are privately held. Our company and our client-base are growing. Our growth last year exceed 27% over the prior year. We operate under the proven management framework, Entrepreneurial Operating System (EOS - https://www.eosworldwide.com/what-is-eos). We hire, promote, and make other changes based upon our core values of:

• Strong Partnerships - Building and maintaining strong partnerships is the foundation of our success.
• Initiative - We take responsibility for our roles. We’re proactive and we think outside the box.
• Approachability - We are friendly, unpretentious, and welcoming.
• Integrity - We are trustworthy, fair, and ethical, and we expect the same from our colleagues, clients, and partners.
• Flexibility - We are Agile. We happily adapt to changing priorities and conditions to achieve success.

What exactly is it that we do? Organizations of all shapes and sizes rely on vehicles to do their work. We provide software and other technology to help organizations manage those vehicles. Our niche in the fleet industry is that we have the software and hardware tools that facilitate the efficient sharing of vehicles (e.g., reservations, self-service vehicle check-out & check-in, utilization reporting, automated billing). Through efficient sharing and vehicle management, organizations save time, reduce costs, and improve service to their stakeholders. Our product, FleetCommander, also has fleet management capabilities / features such as GPS, self-service kiosks with automated key control, preventive maintenance scheduling, risk management, fuel management, driver management, reporting, and more. Locally, organizations such as Montgomery County, Prince George’s County, Fairfax County, the EPA, Frostburg University, and more use our system. I would encourage all interested candidates to view our web site (www.AgileFleet.com) before responding to learn about our workplace culture, products, services, and our outstanding customer service.

You might also be wondering about pay and benefits…

This is an exempt, full-time, salaried position. The salary is commensurate with experience and competitive with other similar sized organizations.

At Agile Fleet, we care about every team member, and offer a positive culture with opportunities for career growth, competitive compensation, and a comprehensive benefits package including:

• 401(k) retirement plan with up to 4% matching after 90 days of employment with no vesting waiting period
• Health, Dental and Vision insurance
• Professional development assistance
• AD&D and Life insurance plans insurance
• Voluntary Supplemental Insurance
• Paid time off, including 5 standard plus 6 flexible holidays a year
• Paid, paid time off! That’s no typo. We reimburse employees for vacation expenses.
• Work-from-home options
• Flexible work schedules

Agile Fleet is an Equal Opportunity Employer. We empower every member of our team to innovate, ideate, and communicate, cultivating a culture around curiosity and learning. Because Agile Fleet is committed to diversity and considers all applicants for all positions without regard to color, ethnic background, religion, sex, gender, sexual orientation, national origin, age, disability status or any of the other important characteristics that make us unique and valuable. We celebrate and crave diversity because we realize different perspectives and experiences make us stronger and pave the runway for our future.