• Handle incoming technical phone support calls, emails and chats for internal and external customers • Coordinate technical issues with appropriate resources for resolution • Proper communication and timely follow up with customers • Maintain detailed records of interactions to enable departmental knowledge • Coordinate logistics and technical support for LEA Field Service Technicians • Generate knowledge content for external and internal use • Facilitate coordination and documentation for repairs and rebuilds • Ability to work flexible hours to ensure appropriate customer support levels • Ability to provide high level of customer satisfaction in high pressure situations

• Manage technical documentation in collaboration with cross-functional teams. • Write software documentation for a technical audience. • Translate complex technical information into clear, easily understood content. • Collaborate with subject-matter experts and perform document reviews. • Use documentation tools and content management systems (CMS). • Independently manage multiple projects simultaneously.

• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience. • Resolve support issues related to Motive's products. • Investigate the source of errors or bugs using the available data and tools. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira. • Assess the impact and prevalence of issues by analyzing the data to determine the root cause. • Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues. • Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions • Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email.

• Act as the primary point of contact for customer support via ticketing system, email, and scheduled calls • Troubleshoot platform issues, data discrepancies, and user access questions • Escalate complex technical or data issues to engineering or analytics teams with clear documentation and context • Track, prioritize, and resolve support tickets in accordance with SLAs • Communicate clearly and professionally with customers, translating technical concepts into plain language • Proactively identify patterns in support issues and provide feedback to product and engineering teams • Contribute to knowledge base articles, FAQs, and internal support documentation • Collaborate with Customer Success, Analytics, Product, and Engineering to resolve customer issues efficiently • Participate in team meetings, training sessions, and process improvement initiatives