Motive

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Motive empowers the people who run physical operations with tools for safer and more productive work. They are seeking a Senior Technical Support Representative to provide frontline support across multiple channels, ensuring customer satisfaction and efficient resolution of technical issues. Responsibilities • 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. • Should be able to deliver support across a broad number of technical issues. • Execute remote device actions (e.g., remote reboot) and device health checks where available to resolve customer issues. • Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership. • Meet priority & SLA expectations for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams. • Contribute to continuous improvement by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows. Skills • Demonstrated cross‑domain proficiency and comfort using case tracking systems to classify and document customer issues. • Hands‑on ability with resolving complex technical issues reported by the customers. • 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. • High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow‑through and closure hygiene. • Collaborative mindset to partner with cross-functional teams to resolve customer queries. • Proven experience with handling routine change management requests directly reported from the end user. • Motivated individuals with eagerness to learn and go above and beyond. • Fluent in spoken and written English. • Team player and can work in a professional environment. • Computer Science/Engineering background – preferably. • Should be an exceptional performer. • Familiar with Hardware and Firmware level troubleshooting. • Overall technically sound and expert – not just limited to Motive products. • On-Call rotation flexibility. • Expertise with APIs – bonus skillset. • 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. Benefits • Health, pharmacy, optical and dental care benefits • Paid time off • Sick time off • Short term and long term disability coverage • Life insurance • 401k contribution Company Overview • Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. It was founded in 2013, and is headquartered in San Francisco, California, US, with a workforce of 1001-5000 employees. Its website is http://gomotive.com. Company H1B Sponsorship • Motive has a track record of offering H1B sponsorships, with 4 in 2025, 27 in 2024, 15 in 2023, 8 in 2022. Please note that this does not guarantee sponsorship for this specific role.