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Senior Technical Customer Support Associate

Motorq

Motorq

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Sunday, March 3, 2024
Motorq is a connected car data and analytics software platform that is creating game-changing value for customers looking for insights from vehicle data. We are the leading API and machine learning analytics company for embedded OEM-connected car data and have built deep partnerships with automotive manufacturers.

We have many of the country’s largest fleets as enterprise customers and are processing more than 1 million trip miles and 150 million data points per day. The Motorq leadership team has interdisciplinary experience in automotive engineering, full-stack software engineering, data science, and SaaS startups.

We are headquartered in the San Francisco Bay Area with offices in Chennai, Bengaluru and Seattle. We have successfully raised a $40M Series-B venture round in 2022 and are part of the Stanford StartX community.

Our long-term vision is to expand the use of connected car data globally into industries such as insurance, mobile payments, autonomous vehicles and consumer applications via a convenient API-based connectivity platform.

The Role

Motorq is growing rapidly to support its expanding customer base, data source integrations, and new product development efforts. Motorq’s core products – car data and analytics - are delivered through a suite of technical interfaces (e.g., API, streaming) and SaaS applications.

We are looking for a Senior Technical Customer Support Associate, to join our team and drive our customer support operations which will impact the customer experience.

In this role, you will be instrumental in supporting a growing start-up with responsibilities focused on technical and tactical tasks assisting the customers and customer success team. You’ll have countless opportunities to take on new responsibilities, lead important initiatives, and build new skills. This role will be part of an India-based customer operations team collaborating with US-based customer success team.

This team member must have a track record of supporting enterprise customers at a B2B SaaS company, delivering customer-centred onboarding, and troubleshooting experiences. The team member should be impeccable in tracking internal and customer-facing SLAs and communication. Experience in Jira Service Desk reporting and project configurations is preferred.

If you’re somebody who loves working on technical issues, solving problems, analysing data, taking ownership, creating customized reports to monitor and enhance quality and process efficiency, this could be a great fit for you. This role is India-based (Chennai/ Bengaluru, Hybrid work model) full-time role.

Responsibilities

  • Develop an in-depth understanding of our connected car data and analytics software platform, staying abreast of new features, updates, and industry trends.
  • Interface closely with US-based customer success team (few hours overlap with US business hours daily) and India-based engineering, data science and product teams to support enterprise customers across numerous stages, with a focus on onboarding, support, and operational activities
  • Adapt to dynamic work environment, with willingness to work flexible hours as per organizational requirement to ensure seamless customer support
  • Manage inbound support ticket queues, assign tickets and coordinate customer deliverables within established SLAs for India based customer operations team
  • Collaborate closely with India based customer operations team as a subject matter expert for effective resolution of support tickets
  • Use support ticket tracking system to identify support trends, concerns, and generate reports to communicate to broader Motorq teams
  • Manage periodic, large-scale customer requests that require cross-functional coordination
  • Coordinate OEM specific quarterly audit activities
  • Proactively identify opportunities to improve our products and processes based on support interactions
  • Create, update and maintain latest version of SOPs, internal/ external knowledge base articles, and training materials for customer support operations
  • In addition to senior-level responsibilities above, perform support ticket work (including but not limited to): vehicle capability checks, customer onboarding, vehicle enrollments, user management, data troubleshooting

Qualifications

The ideal candidate has a track record of providing technical support, delivering exceptional customer experience, and has the following characteristics and qualifications:

  • 4+ years in SaaS technical customer operations or technical customer support role
  • Self-driven and motivated by facilitating the customer experience
  • Excellent written and verbal communication skills
  • Organized, with the ability to reliably track and execute multiple competing tasks and frequent changes in priorities
  • Analytically-minded with intermediate to advanced skills in Excel, comfortable in obtaining and working with large data sets to analyse complex issues
  • Able to structure thoughts and justify decisions with clarity in communication
  • Committed to quality, with extreme attention to detail and data security
  • Excited about working in a fast-paced, dream-big, collaborative, and open environment
  • Intermediate knowledge of technical applications, APIs, SQL, etc.
  • Experience in Jira Service Desk reporting and project configurations is preferred

To learn more about Motorq, please visit motorq.com