Enterprise Customer Support

This role follows a rotating schedule with coverage Monday through Sunday. Team members work five days with two rotating days off, including possible weekend shifts. The position is hybrid (three days in office, two remote) and requires local residency.

The Enterprise Support Specialist is a senior customer support role responsible for delivering a high-touch, high-ownership support experience to Zonar's Enterprise customers. This role serves as the primary support interface for complex, high-impact customer issues and plays a critical role in protecting customer satisfaction, retention, and confidence during operational and technical challenges.

Enterprise Support Specialists are expected to demonstrate exceptional communication skills, strong technical aptitude, and disciplined case ownership while working closely with internal teams including Advanced Technical Support, Product Support Engineers, Customer Experience, Sales, and Engineering.

Key Responsibilities:

• Serve as the primary support contact for Enterprise customer cases entering Customer Support.
• Own customer issues end-to-end, ensuring accountability regardless of internal escalations or dependencies.
• Set and manage customer expectations clearly and proactively throughout the lifecycle of each case.
• Ensure Enterprise customers receive timely updates, even when resolution depends on other teams.
• Manage inbound and outbound communications via phone, email, and chat with a high level of professionalism.
• Accurately document all customer interactions, troubleshooting steps, and outcomes in Salesforce.
• Ensure cases are categorized correctly and escalated with complete, high-quality documentation and in compliance with defined SLAs.
• Coordinate with Account Managers and/or Sales Managers for at-risk or high-impact accounts.
• Troubleshoot platform, device, and workflow issues beyond basic Tier 1 scope.
• Identify when issues require escalation to Advanced Technical Support, Product Support Engineers or any other member(s) of the Center of Excellence.
• Partner with Advanced Technical Support, Product Support Engineers or any other member(s) of the Center of Excellence teams to drive timely resolution and root-cause understanding.
• Maintain awareness of recurring issues and contribute feedback to reduce repeat cases.
• Adhere strictly to Customer Support principles, SLAs, and escalation guidelines.
• Meet or exceed quality, responsiveness, and customer satisfaction targets.
• Act as a role model for ownership, communication, and operational discipline within Tier 1.

Required Qualifications:

• Minimum 2 years of experience in customer support, technical support, or customer service roles.
• Excellent written and verbal communication skills with the ability to engage professionally with Enterprise customers: C1+/C2 English Required.
• Strong problem-solving skills and ability to manage multiple cases simultaneously.
• High attention to detail and strong organizational skills.
• Proficiency with CRM systems (Salesforce preferred).
• Comfortable working in a fast-paced, metrics-driven support environment.
• Working knowledge of call center tools and telephony systems.

Preferred Qualifications

• Prior experience supporting Enterprise or high-value customer accounts.
• Experience in telematics, GPS, SaaS, or hardware/software platforms.
• Familiarity with DOT Hours of Service regulations and the ELD mandate.
• Experience collaborating cross-functionally with Product, Engineering, Sales, or CX teams.
• Demonstrated ability to manage complex or escalated customer situations calmly and effectively.

Success Factors for This Role

Successful Enterprise Support Specialists consistently demonstrate:

• Strong ownership mindset and accountability
• Clear, proactive, and empathetic communication
• Ability to balance urgency with resolution quality
• Technical curiosity and willingness to learn complex systems
• Discipline in documentation, follow-up, and process adherence

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