Who We Are Samsara (NYSE: IOT) is the pioneer of the Connected OperationsCloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing and we are excited to help digitally transform their operations at scale, Working at Samsara means youll help define the future of physical operations and be on a team thats shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility As part of a recently public company, youll have the autonomy and support to make an impact as we build for the long term, About the role: Samsara is looking for growth-minded, results-driven Customer Support Specialists with strong organizational skills and a high focus on customer service The goal of the Customer Support Specialist is to help support Samsara's rapidly growing service solutions and provide an exceptional customer experience We work with a wide range of industrial companies ranging from commercial transportation to oil and gas companies, to large-scale food producers; as such, candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order to best serve the needs of this diverse customer base The ideal candidate has experience in a customer support role in a multi-channel contact center environment You will be assisting customers in troubleshooting account issues, providing account documentation, and assisting with escalations, via phone, chat, and email, This is a hybrid position that will require you to assist our Bengaluru City office every now and then for operational purposes, You should apply if: You want to impact the industries that run our world: Your efforts will result in real-world impacthelping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely, You are the architect of your own career: If you put in the work, this role wont be your last at Samsara We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment, Youre energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers, You want to be with the best: At Samsara, we win together, celebrate together and support each other You will be surrounded by a high-calibre team that will encourage you to do your best, In this role, you will: Help Customers with a wide range of general inquiries on billing issues and questions Handle customer questions about contract renewals and cancellations Solve customer issues and escalations about Samsara products and services Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests Ability to prioritize work queue and backlog in addition to incoming customer requests Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction Champion, role model, and embed Samsaras cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices Minimum requirements for the role: 2-3 years of experience in a customer-facing role within a contact center environment English and French /German Fluency is a must Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings Experience in a fast-paced environment handling escalated customers and able to follow up on customer requests in a timely manner Strong problem-solving skills and a proven ability to deliver a positive customer experience Exceptional communication skills to effectively communicate with a wide range of customers Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email channels Experience working with ticketing systems (e-g Zendesk, Salesforce, ServiceCloud) Ability to work flexible hours (morning, nights and weekends) Schedules are assigned based on the needs of the business, you must be willing to work the assigned schedule (5 days a week, 8-hour shift with 2 continuous days off) Proficient with macOS An ideal candidate also has: Experience supporting service requests in billing, RMA, cancellations, and renewals Experience supporting telematics systems, ELDs, and hours of service compliance is a plus At Samsara, we welcome everyone regardless of their background All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact, Benefits Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more Take a look at our Benefits site to learn more, Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities Please email accessibleinterviewing@samsara , com or click here if you require any reasonable accommodations throughout the recruiting process, Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions In these cases, the job description will clearly indicate any working location requirements Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely All offers of employment are contingent upon an individuals ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable, Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers Please know we do not charge fees to applicants at any stage of the hiring process Official communication about your application will only come from emails ending in @samsara,comor @us-greenhouse-mail io For more information regarding fraudulent employment offers, please visit our blog post here,
