Customer Experience Associate

What We Need

The Customer Experience Associate is an entry-level Customer Support/Technical Support role responsible for assisting customers with the use of GPS Insight's software, hardware, and SaaS fleet management solutions. This role supports customers through phone, chat, and email, helping trouble shoot issues, answer product questions, and guide users through setup and everyday product use.

This position blends customer service, product support, and technical troubleshooting. The ideal candidate enjoys helping people, learning new technology, and delivering a positive customer experience. Associates will assist customers with basic hardware troubleshooting, software navigation, account questions, and feature education.

The Customer Experience Associate also identifies opportunities where additional features, services, or training may improve the customer's experience and communicates those needs internally.

This role is ideal for someone starting a career in customer support, technical support, help desk, SaaS support, or customer success. Candidates should be comfortable using computers, web-based tools, and CRM systems while communicating clearly with customers.

We are currently seeking a motivated individual to join our team based out of our headquarters in Scottsdale, Arizona. This position may require weekend or holiday shifts.

• Provide customer support and technical support via phone, live chat, and email
• Troubleshoot software and hardware issues related to GPS Insight products
• Assist customers with basic setup, configuration, installation, and product navigation
• Guide customers through troubleshooting steps and issue resolution
• Deliver excellent customer service and customer experience during every interaction
• Identify customer needs and suggest relevant product features, services, or upgrades
• Communicate clearly and professionally about solutions, troubleshooting steps, and next actions
• De-escalate customer concerns through active listening, empathy, and problem solving
• Document interactions, troubleshooting steps, and case updates within CRM and support ticketing systems
• Manage multiple support tickets and customer cases while meeting response time expectations
• Collaborate with technical teams, product teams, and account management
• Provide basic product walkthroughs and training guidance when needed
• Support products including GPS devices, fleet tracking software, mobile applications, dash cameras, and ELD/HOS compliance tools
• Participate in ongoing product training and technical knowledge development
• Maintain strong time management and case management skills while handling multiple customer requests

• Entry-level candidates welcome
• 1+ year of experience in customer service, technical support, help desk, call center, or customer-facing roles preferred
• Strong written and verbal communication skills
• Comfortable using computers, web applications, CRM systems, and support tools
• Ability to learn software platforms, SaaS products, and connected hardware devices
• Strong problem-solving and troubleshooting skills
• Ability to remain calm and professional when assisting frustrated or upset customers
• Ability to work independently and collaboratively in a team environment
• Strong time management, multitasking, and organizational skills
• Accurate typing speed of 40 WPM or higher
• Experience with Microsoft Office, Google Workspace, or similar productivity tools
• Reliable, motivated, and customer-focused mindset
• Interest in technology, SaaS, fleet management, GPS tracking, or IT support is a plus but not required

• Fast paced and rapidly growing environment
• Chance to deliver mission critical data that drives the operations of our economy
• Opportunity for professional growth and development
• Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
• There's more as well! Speak with us to find out all details!

• 401(k) matching
• Full Health Benefits (Health, Vision, Dental)
• Employee assistance program
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement