From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The platform gives complete visibility and control, significantly reducing manual workloads by automating and simplifying tasks for nearly 100,000 customers.
As a Product Support Specialist, you will serve as a main point of contact for issues and questions about Motive, with a particular focus on hardware. You will provide assistance via calls, chat, and email, helping customers get their devices installed, connected, and working as intended.
This position is onsite in our Buffalo, NY office. In addition to Tier 1 support, you will spend part of your time in the Buffalo lab assessing returned devices and partnering with Sustaining Engineering to turn findings into early-warning signals for the broader team.
What you'll do
- Answer inbound inquiries via support hotline, live chat, and email during EST business hours.
- Troubleshoot hardware, installation, connectivity, and device-health issues.
- Own cases from open to resolution with accurate documentation in the ticketing system.
- Escalate complex or high-impact issues to Engineering with clear problem statements and data.
- Walk customers through device installation, power checks, and diagnostics.
- Assess customer RMA devices and process defective units through the technical workflow.
- Identify patterns in customer reported issues and relay findings to Product and Engineering teams.
- Create and update help articles, internal documentation, and troubleshooting guides.
- Work with leadership to improve systems for case handling and escalation criteria.
What they're looking for
- Hands-on aptitude for hardware troubleshooting, such as devices, electronics, or vehicle systems.
- Natural instinct to empathize with users and de-escalate frustrated customers.
- Strong analytical skills with the ability to spot trends across cases and devices.
- Excellent verbal and written communication skills in English.
- Strong attention to detail and careful documentation habits.
- Ability to manage time across live calls, chats, email, and lab work.
- Ability to work onsite in Buffalo, NY and lift/move equipment as needed.
Nice to have
- 1+ years of technical customer service experience is strongly preferred.
From the company page
Motive benefits
◉ Remote policy · in their words
“We are a remote-first organization made up of more than 3,000 employees located around the world. While some of our employees are more effective working remotely ... members also have the option to work on-site at any of our eight global office locations if they prefer.”
Pulled from their careers page · verified by Atlas
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