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Senior Technical Support Representative, Tier 1
Motive
Provide multi-channel technical support, troubleshooting, and escalation for Motive customers.
10d ago
$20 - $30
Intermediate (4-7 years), Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Buffalo, NY
Office Full-Time
Company Size
4,629 Employees
Service Specialisms
Fleet Management
GPS Tracking
Driver Safety
Compliance
Maintenance
Spend Management
Sector Specialisms
Renewables
Energy
Utilities
Marine
Decommissioning
Oil & Gas
Infrastructure
Power
Role
What you would be doing
multi‑channel support
remote reboot
device health
queue management
escalation handling
sla monitoring
- Provide multi‑channel frontline support (phone, email, chat): triage, basic troubleshooting, collect logs/screenshots, document clearly, and escalate only when warranted. Maintain professional tone and adherence to Support documented process throughout interactions.
- Maintain queue adherence and call handling excellence, using the correct statuses and follow‑up documented processes to ensure timely closure and accountability.
- Execute remote device actions (e.g., remote reboot) and device health checks where available to resolve customer issues.
- Contribute to continuous improvement by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows.
- Meet priority & SLA expectations for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams.
- Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership.
What you bring
apis
hardware
computer science
genesys
amazon connect
salesforce
- Expertise with APIs – bonus skillset.
- Collaborative mindset to partner with cross-functional teams to resolve customer queries.
- Fluent in spoken and written English.
- High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow‑through and closure hygiene.
- Demonstrated cross‑domain proficiency and comfort using case tracking systems to classify and document customer issues.
- Familiar with Hardware and Firmware level troubleshooting.
- Computer Science/Engineering background – preferably.
- Hands‑on ability with resolving complex technical issues reported by the customers.
- On-Call rotation flexibility
- Should be able to deliver support across a broad number of technical issues.
- Must be able to work onsite in our Buffalo, NY office location.
- Overall technically sound and expert – not just limited to Motive products.
- Proven experience with handling routine change management requests directly reported from the end user.
- Bonus if you already have a proven excellence in frontline customer support in a multi‑channel environment with a track record of resolving technical issues.
- Should be able to efficiently handle urgent customer concerns by exhibiting full ownership and accountability.
- Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high‑quality written notes.
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Training + DevelopmentInformation not given or found
Interview process
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Company
Overview
Founded in 2013
Year Established
The company began as KeepTruckin in 2013 with a focus on digitizing driver hours and logs for truckers.
Rebranded 2022
New Identity Year
The company rebranded to Motive in 2022 to better reflect its expanded mission of powering the physical economy.
$150M Raised in 2022
Series F Funding
The company secured $150 million in Series F funding in 2022, contributing to its valuation.
120,000+ Businesses
Global Reach
The platform supports over 120,000 businesses worldwide, streamlining operations, safety, and finance teams.
- Launched with a simple goal: digitize driver hours and logs for truckers.
- Evolved into an integrated platform combining IoT devices and AI-powered apps for managing vehicles, safety, compliance, assets, maintenance, and expenses.
- Typical projects include rolling out fleet-wide dashcam systems with real-time safety alerts and automating compliance workflows for construction or oil-and-gas fleets.
- Specializes in fleet management for sectors like trucking, logistics, construction, field service, agriculture, transit, and delivery.
- A standout achievement: its Motive Card achieved a $1 billion annualized spend run rate, showcasing strong traction in spend management.
- Own It
- Less but Better
- Build Trust
- Unlock Potential
- Make it happen
- Make it simple
- Make it great
- Make it different
- Make it together
5M+ Electric Miles
Electric Vehicle Impact
Electrification initiatives have displaced over 5 million electric miles, significantly reducing environmental impact.
13% Fuel Savings
Fuel Efficiency Enhancements
Implementing advanced fleet management has achieved up to 13% reduction in fuel consumption.
20% Idling Cut
AI-Driven Fuel Insights
AI technology has successfully reduced unnecessary idling, saving fleets up to 10% in fuel costs.
15M+ CO₂ Reduced
Carbon Emissions Impact
Efforts have resulted in the displacement of 15 million pounds of CO₂ and reduced particulate matter effectively.
- Carbon Neutrality target achieved for Scope 1 & 2 emissions
- Upgraded fuel and carbon emissions reporting with low‑carbon integration
- Net‑zero target: achieving carbon neutrality on operational emissions (Scope 1 & 2)
4% increase
Women in Leadership
Year-over-year growth in women occupying leadership roles, reflecting progress toward gender equality in executive positions.
- Implementing industry-leading employee dialogue processes for an inclusive workplace.
- Published diversity metrics in annual Impact Reports.
- Commitment to building a diverse, inclusive team driving innovation.
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