<div class="content-intro"><p><strong>Who we are:</strong></p> <p>Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.</p> <p>Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.</p> <p>Visit <a href="http://gomotive.com">gomotive.com</a> to learn more.</p></div><p><strong>Who We Are: </strong></p> <p>Motive builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust Motive’s integrated platform to power their operations, prevent accidents and reduce costs. </p> <p>At Motive, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. Motive is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.</p> <p><strong>About the Role: </strong></p> <p>As a Technical Support Representative, you are the frontline of Motive’s customer support—delivering fast, empathetic, and accurate resolutions across phone, email, and chat while keeping solutions as close to the customer as possible in a 24/7 support organization.</p> <p>You will operate cross‑domain to reduce unnecessary transfers, leverage remote device actions where available, and apply precise documentation standards that align to our unified case taxonomy and SLAs.</p> <p>This role is ideal for a service‑obsessed problem solving self-starter who thrives in a dynamic environment, collaborates effectively with all Technical Support teams, and Product/Engineering, and consistently drives customer satisfaction at the first touch. Working from our Buffalo, NY office, you’ll have a unique opportunity to work in close proximity to our hardware engineering, testing, and reliability teams.</p> <p><strong>What You’ll Do: </strong></p> <ul> <li>Provide <strong>multi‑channel frontline support</strong> (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.<a href="https://k2labs.atlassian.net/wiki/spaces/TP/pages/3317301974"> </a></li> <li>Maintain <strong>queue adherence and call handling excellence</strong>, using the correct statuses and follow‑up documented processes to ensure timely closure and accountability.</li> <li>Should be able to deliver support across a broad number of technical issues. </li> <li>Execute <strong>remote device actions</strong> (e.g., remote reboot) and device health checks where available to resolve customer issues. </li> </ul> <ul> <li>Engage <strong>escalation pathways</strong> appropriately: recognize P1/P2 workflows, and communicate clear status/next steps when partnering with Technical Support and leadership.<a href="https://docs.google.com/document/d/1fuC6ishiK_bXSWkKaMBskzT8yaSvuY4111u1z8HCrBA"> </a></li> <li>Meet<strong> priority & SLA expectations</strong> for first response and update cadence; proactively communicate timelines and manage expectations with customers and internal teams.<a href="https://k2labs.atlassian.net/wiki/spaces/PSA/pages/2127102340"> </a></li> <li>Contribute to <strong>continuous improvement</strong> by flagging repeat patterns, sharing case insights, and collaborating with Tech Support and Product/Engineering to enhance knowledge and workflows.</li> </ul> <p><strong>What We’re Looking For: </strong></p> <ul> <li>Demonstrated cross‑domain proficiency and comfort using case tracking systems to classify and document customer issues.</li> <li>Hands‑on ability with resolving complex technical issues reported by the customers.<a href="https://docs.google.com/document/d/1459K8WJGJvYkETaRx0I11JafxWFSS87Eew-jL_F7-KE"> </a></li> <li>Should be able to efficiently handle urgent customer concerns by exhibiting full ownership and accountability. </li> <li>Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA adherence and high‑quality written notes.<a href="https://k2labs.atlassian.net/wiki/spaces/TP/pages/3317301974"> </a></li> <li>High standards for customer communication: clear, empathetic, professional tone across phone, email, and chat; disciplined follow‑through and closure hygiene.<a href="https://k2labs.atlassian.net/wiki/spaces/TP/pages/3317301974"> </a></li> <li>Collaborative mindset to partner with cross-functional teams to resolve customer queries.</li> <li>