Technical Customer Support Representative

Come Grow with Us

Route4Me is an American multinational technology company specializing in route optimization software for logistics-intensive businesses. Our fully distributed team spans the United States, Eastern Europe, Western Europe, Asia, and South America.

Our Customer Success Team ensures customers achieve measurable business outcomes using our platform. As a Technical Customer Support Representative, you will work directly with customers to understand their business needs, troubleshoot technical concerns, explain platform functionality, and help them effectively use Route4Me to manage their routing, fleet, and delivery operations.

The ideal candidate brings hands-on experience or solid familiarity with the logistics, transportation, fleet management, delivery, or route optimization industry. You should understand the operational challenges our customers face and be comfortable translating those business needs into practical solutions using technology.

This is not just a job. This is a career with a leader in route optimization.

About The Role

The Technical Customer Support Representative will help customers resolve technical concerns through live chat, phone, and email. This is a fully remote position.

The ideal candidate has experience in logistics, transportation, fleet management, last-mile delivery, dispatch, or route planning, with the ability to understand customer needs and provide practical, solution-focused support.

You will build customer trust through active listening, responsiveness, problem-solving, adaptability, and strong follow-through, while working independently and collaboratively to advocate for customers and the team.

Responsibilities:





- Responding to customers promptly within established service-level requirements and processes
- Determining customer needs through an understanding of their business and use case
- Applying knowledge of logistics, fleet, transportation, delivery, and routing operations to better understand customer challenges
- Providing fact-based options and practical solutions to address customer needs
- Understanding and explaining Route4Me platform functionality to customers and team members
- Troubleshooting technical concerns and assisting with bug testing and issue identification
- Achieving and maintaining required performance and service levels
- Accurately documenting customer concerns and interactions to support efficient resolution
- Acting as an escalation point and advocate for critical customer issues
- Building strong customer relationships through responsiveness, ownership, and follow-through
- Managing special projects as assigned by management to meet customer and cross-functional team needs
- Working collaboratively with internal teams to resolve customer issues and improve the customer experience
- Attending monthly and quarterly performance reviews and strategy meetings
- Adapting quickly as customer, team, and business priorities change

Requirements

- High School Diploma or equivalent
- 2+ years experience in logistics, transportation, fleet management, last-mile delivery, dispatch, route planning, field services, or another closely related industry




- Demonstrated understanding of the operational challenges faced by fleet, transportation, delivery, or logistics organizations
- Strong technical aptitude and the ability to understand and explain complex processes and sequences
- Understanding of SaaS and technology platforms
- Ability to understand and explain platform functionality to customers and team members
- CRM experience preferred
- Experience working with spreadsheets
- Ability to work flexible hours, including evenings and weekends
- High-speed fiber or cable internet connection
- Secure and distraction-free work area

Compensation

Negotiable

Route4Me considers various factors, including experience, qualifications, and geographic location, when determining base compensation. These considerations mean actual compensation will vary.

This position is 100% remote and offers generous paid time off benefits.

https://route4me.com/

Job Type: Full-time

Pay: $30.00-$38.00 per hour

Benefits:

- Paid time off

Application question(s):

- How many years of professional experience do you have in Technical Support?
- Have you worked directly with route optimization, fleet management, telematics, GPS tracking, transportation management, or delivery management software?
- Describe a time you had to explain a technical issue to a non-technical customer. How did you approach it?
- This role requires troubleshooting complex technical issues and communicating solutions to clients in English, and therefore requires professional-level English proficiency. Please rate your proficiency below.

1 - Non user
2 - Limited
3 - Working proficiency
4 - Advanced
5 - Fluent

Location:

- Canada (required)

Work Location: Remote

📌 Technical Customer Support Representative (Canada)
🏢 Route4Me
📍 Canada