RTA: The Fleet Success Company · 1 month ago
Customer Service Representative - Tier 2 (Steward of Customer Success, Troubleshooter of Tickets, Foreman of the Phones
Glendale, AZ
Full-time
Hybrid
Entry, Mid Level
$75K/yr - $90K/yr
2+ years expRTA: The Fleet Success Company is dedicated to providing exceptional customer service and support to fleet professionals. They are seeking a Customer Service Representative - Tier 2 who will be responsible for managing escalated support cases, educating customers on product use, and resolving complex technical issues.
Computer Software
Responsibilities
Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern to provide a timely resolution?
Effectively educate customers on product use and assist them in fully utilizing available features to improve?
Maintain effective call ownership by ensuring contact with ongoing issues and managing open items?
Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call.?
Utilize or create resources and tools as needed to help take over and resolve difficult issues
Qualification
Required
Over 2 years of experience in B2B enterprise application support, specializing in troubleshooting and resolving complex technical issues in SaaS environments
Proficient in analyzing and interpreting API and scripting documentation to diagnose issues and implement solutions for both reactive support cases and proactive project deliverables
Advanced SQL proficiency, with a strong ability to perform complex data queries and forensic analysis to uncover root causes of application issues across relational database systems
Familiar with JavaScript and dataflow logic, capable of identifying and documenting critical bugs and functional discrepancies for escalation to software engineering teams
Serve as a product subject matter expert and primary technical escalation point for Customer Support Representatives (CSR), offering guidance on advanced customer issues and unique use-case scenarios
Experience with PowerShell scripting for automation and system management tasks across enterprise Windows environments
Skilled in API integration support, including hands-on experience with tools like Postman for validating, testing, and troubleshooting RESTful API endpoints
Capable in Windows Server administration, including setup, configuration, and ongoing system management responsibilities
Contribute to internal documentation by authoring and maintaining knowledge base articles, ensuring accurate and up-to-date resources for both support teams and customers
Familiarity with MongoDB and Microsoft SQL Server environments, with the ability to navigate and extract relevant data as needed
Ability to sit or stand for extended periods
Ability to work at a computer for prolonged periods
Ability to travel up to 10% (minimal travel based on business needs)
Company
RTA: The Fleet Success Company
With over 45 years of fleet experience, RTA: The Fleet Success Company enables fleet managers to improve their operations with robust, easy-to-use software built and maintained by fleet experts.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Josh Turley
CEO
James Charles ⛰🚵♂️⛰
Chief Technology Officer, Head of Customer Success
Recent News
2025-08-06
Company data provided by crunchbase