ABOUT THE POSITION

This role is a specialized form of customer service in which service and technical skills are used to focus on what is best for the customer. Customer Support Associates serve as the face of the company and are responsible for solving customer issues, documenting each contact for the business and ensuring the customer remains loyal to our brand.

ESSENTIAL FUNCTIONS

• Communicate effectively with customers via phone
• Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction
• Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions
• Confirm customer understanding of the solution and provide additional customer education as needed to prevent call backs on the same issue
• De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
• Provide superior technical support on all branded products and build successful long-term relationships with both internal and external customers
• Save customers that are looking to end their relationship with Agilis
• Look for ways we can increase revenue on accounts by educating customers on new or existing products we offer

BASIC QUALIFICATIONS

• Proficient in Gmail
• Exceptional customer service skills
• Strong technical aptitude and/or background in triaging technical issues
• Ability to learn fast in a non-traditional training environment
• Organized with proficient attention to detail
• Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
• Ability to type well and at a fast pace
• Flexibility on schedules

PREFERRED QUALIFICATIONS

• 1+ years of experience in a call center or support role
• Sales or cross-selling experience
• Salesforce knowledge
• Retention experience

WORK ENVIRONMENT

• Call center environment
• The hours of this position are Monday through Friday from 10am – 7pm and every Saturday from 8am – 5pm (Off days are Sunday and one day during the week.)

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence and offer competitive compensation and benefits packages.

• Position offers a base salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Equity

ABOUT THE POSITION

Agilis Systems is seeking a Vice President of Operations to oversee key company departments including Fulfillment, Customer Success, and Customer Service. The VP of Operations will be responsible for the smooth and efficient function of these departments, for implementing systems and processes to improve our operations and consistently strive to drive costs from the business. You will manage a high-performing team to develop talent, establish departmental objectives and priorities and set and measure KPIs and metrics. You will work closely with other senior leaders in the business and work to ensure our systems and processes keep pace with our fast growth and dynamic environment.

As a leader in the company, you will need to develop a thorough understanding of our products and services, and the needs of our customers’ and insights on the value they derive from our products. This is a challenging position that requires you to bring expertise in delivering world-class customer service. You should have experience leading key customer success activities including customer onboarding and engagement, and experience developing strategies to mitigate customer churn for a subscription-based business. You will also be responsible to ensure the efficient operation of our Fulfillment team that oversees product shipping and inventory management. A real plus is experience working with internal systems including Salesforce, call center phone systems, workforce management systems, inventory management systems and other operational tools and services. We’re a software and technology company, so a high-degree of comfort or experience in this type of environment is also a plus. The ideal candidate will be able to successfully manage multiple departments, work collaboratively across the organization, lead strategic operations thinking and deliver high quality, cost-effective day-to-day operations for the company.

ESSENTIAL FUNCTIONS

• Provide strategic planning and execution to enhance profitability and efficiency of the company’s operations
• Develop and administer short and long-range plans that optimize the use of personnel, material and financial resources to deliver the highest-levels of service and customer satisfaction
• Create and lead strategies to reduce customer churn
• Oversee product shipping and inventory management (hardware, packaging, accessories, etc.)
• Establish, monitor and work toward departmental KPIs in support of the larger organizational goals
• Achieve a high level of expertise and understanding of our products and the needs of our customers
• Lead, train and develop staff
• Develop productive, collaborative working relationships with leaders across the organization
• Work to identify strategies for automating and streamlining processes and functions

QUALIFICATIONS

• Bachelor’s degree in business or technology
• 5-10 years of related experience in a high-level management position
• Ability to plan supply chain strategies, organize work functions and improves processes
• Strong Operations, customer support and/or fulfillment systems experience
• Experience managing customers and customer success for a subscription-based business highly desired
• Ability to manage multiple projects simultaneously
• Ability to maintain organization and professionalism in a fast-paced, rapidly changing environment
• Self-starter who builds rapport and work with people at all levels, both inside and outside of the company
• Strong technical skills and/or comfort with software and technology concepts
• Excellent organizational, support and management skills
• Experience in a technology or SaaS organization preferred
• Proven experience in leading and developing individuals and teams
• Working knowledge of GPS technology is a plus
• Strong analytical skills
• Experience with inventory management, tracking and reporting
• Enthusiasm, a sense of humor and a focus on supportive collaboration are huge pluses

WORK ENVIRONMENT

• The hours of this position are Monday through Friday from 8:00 AM until 5:00 PM

COMPENSATION & BENEFITS

We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:

• Position offers a Base Salary plus Bonus
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Stock Options

ABOUT THE POSITION

The Fulfillment Department is an integral part of the Operations organization, receiving incoming deliveries of material and devices and fulfilling, tracking and coordinating customer orders through the fulfillment process. The Fulfillment Analyst will ensure the quality of our products and process returns. In addition, the Fulfillment Analyst will assist with order fulfillment and ensure that orders are processed accurately in a timely manner, verify that incoming/outgoing devices are marked and inventoried, and ensure inventory control. The Fulfillment Analyst will also be required to keep the department clean, well-organized, and safe as well as help on other projects as needed depending on order volume. The ideal candidate will be a detail oriented team player with the proven ability to multitask and problem solve in a fast-paced work environment.

ESSENTIAL FUNCTIONS

• Responsible for processing Return Merchandise Authorizations (RMAs) for sales returns, exchanges, defective product returns and shipping errors
• Maintain an organized work area with returned devices inventory and RMA processing
• Deliver daily returned devices with appropriate tracking paperwork to the Hardware Group for daily hardware analysis
• Process daily RMAs in a timely manner with the appropriate electronic entry, logging and paper flow
• Work cooperatively with members of the Fulfillment Team and other Agilis Teams to expedite resolution of customer return, exchanges, and product shipping escalations
• Assist the Fulfillment Manager in performing a bi-monthly inventory count and production of inventory reports
• Assist the Fulfillment Manager in performing inventory receiving tasks
• Assist the Fulfillment Manager in ordering fulfillment supplies, packaging and other related materials
• Participate in inventory management by conducting periodic physical counts as a Fulfillment team member, ensuring proper asset tagging, and investigating and resolving inventory discrepancies
• Document issues and the resolutions identified to improve the RMA process
• Create and contribute RMA information and other pertinent information to appropriate team members as needed
• Maintain a safe and clean work environment by assisting in removing trash, breaking down boxes and organizing product(s)
• Actively and consistently support all efforts to simplify and enhance the customer experience by engaging in process improvement initiatives and sharing ideas
• Create or update standard operating procedures
• Assist with Fulfillment order processing and shipping as needed, when other team members are not available
• Consistently meet or exceed individual and team performance objectives daily and monthly
• Maintain current knowledge of products, offers, policies and effectively apply knowledge
• Understand all internal systems, processes and procedures
• Perform other duties as assigned

QUALIFICATIONS

• Inventory management and distribution experience
• Strong PC skills and proficient with Microsoft Office (Excel, Word, PowerPoint) required
• Must be able to lift up to 50 lbs.
• Must be able to stand and walk up to 50% of the time
• Ability to handle multiple tasks in a fast paced, changing environment
• Excellent written and verbal communication skills required including ability to communicate technical information to non-technical audiences
• Organizational and time management skills required
• Excellent problem solving and decision-making skills
• Exceptional attention to detail
• Self-starter and good analytic skills for improving process tasks and efficiency
• Ability to learn quickly and work independently
• Customer and team focused attitude

WORK ENVIRONMENT

• The hours of this position are Monday through Friday from 8:00 AM until 5:00 PM
• Complete training on RMA procedures, fulfillment process and device products

COMPENSATION & BENEFITS

We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages.

• Position offers a Base Salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Equity

ABOUT THE POSITION

Agilis Systems is searching for a talented Test Automation Engineer. This is an exciting opportunity for someone who wants to be a part of a growing team and thriving organization. The Test Automation Engineer will be responsible for working with our Product and Software Engineering teams to understand our products, implementing automated and manual tests and developing processes for defect tracking and resolution. This is a brand new and exciting role, so please apply if you qualify!

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Collaborate with Product and Software Engineering teams to deliver stable software products
• Gain in-depth knowledge of our products and their expected behavior
• Establish an automated test environment for UI and non-UI testing
• Monitor automation processes and prepare defect status reports
• Design and implement automated test cases to ensure consistency and efficiency in testing
• Plan and execute manual test cases as necessary
• Develop processes for tracking and reporting defects to stakeholders

QUALIFICATIONS

• Bachelor degree in Computer Science, Computer Engineering, Information Technology or similar (or equivalent experience)
• 3+ years of demonstrable experience in software testing is required
• Testing experience in SaaS environment is a plus
• Strong ability to create and design test automation and test infrastructure
• Experience in HTML/Javascript development is required
• Strong experience with a code-based test automation suite such as Jasmine or Selenium is required
• Java experience is required
• Excellent written and verbal communication skills are required
• Proven ability to write automated test scripts to verify data structures, data formats and data values
• Experience with Jenkins or similar build/deployment automation tools
• Working knowledge of Agile methodologies preferred
• Experience with mobile application testing (iOS/Android) preferred
• Knowledge of Sencha ExtJS is helpful

WORK ENVIRONMENT

The hours of this position are Monday through Friday from 8:00 AM until 5:00 PM

COMPENSATION AND BENEFITS

• Position offers a competitive Base Salary based on experience
• Medical, Dental, Vision, Life, and 401(k) benefits are offered
• 17 PTO Days
• Equity

ABOUT THE POSITION

The Customer Success Manager must demonstrate that real Customer Success comes from the heart. You will play a pivotal role in helping our clients achieve full integration and implementation of our solution to their daily business practices.

As the Customer Success Manager, you will be at the forefront of ensuring our customers use the platform to its fullest potential. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. The result is increased customer satisfaction, retention, and expansion of Agilis’ footprint. To thrive in this role, you must enjoy customer interaction and have the desire to help us live out our mission to “Simplify the Complicated.”

If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers!

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction
• Facilitate successful onboarding of new customers
• Ensure customers are leveraging our products and services regularly and successfully
• Identify at risk accounts to minimize monthly and annual churn rates
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Monitor and manage assigned customer accounts to ensure they are healthy and churn is mitigated
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Advocate customer needs/issues cross-departmentally
• Drive escalation of client issues coordinate key resources in the escalation process and project manage the client issue until its resolution
• Conduct Monthly/Quarterly Business Reviews
• Partner with Strategic Account Managers, Sales Teams, etc. to properly grow accounts and ensure continued premium support of the customers needs
• Expert in Agilis Products and Services
• Additional duties as assigned

QUALIFICATIONS

• 3+ years of customer service, sales or customer success experience preferred
• Degree in related field or equivalent combination of education/experience
• Must be able to work flexible hours
• Entrepreneurial spirit
• Experience in developing and sustaining long-term, value-based customer relationships at all levels
• Account management experience in a technology or SaaS organization preferred
• Salesforce CRM experience is a plus
• Excellent written and verbal communication skills required
• Organizational and time management skills required
• Excellent problem solving and decision-making skills

WORK ENVIRONMENT

• The hours of this position are Monday - Friday and may vary with the needs of the business

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence, so we offer competitive compensation and benefits packages:

• Position offers a base salary and a monthly bonus potential
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Equity

ABOUT THE POSITION

We are currently looking for a Sales Development Representative (SDR) to work directly with our Account Management team to increase the qualified pipeline of new opportunities for our Sales teams. The SDR should be a self-starter with a track record of successful, credible lead follow- up and sales development experience at multiple executive levels within any sized organization.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Prospect, educate and qualify new business prospects, marketing generated leads, and targeted existing customers to create sales-ready opportunities
• Utilize a consistent contact attempt process via phone and email to follow-up, nurture and qualify leads and opportunities?
• Keep abreast of the industry and market technologies to ensure you are a trusted resource to prospects and customers
• Follow the established Agilis Systems pre-sales process and consistently use Salesforce.com to document prospect interaction, ensuring efficient lead management
• Develop and maintain daily plans to maximize phone time, including pre-call planning, adhering to metrics and customizing scripts to market segments and prospect type
• Reach and exceed key performance indicators including calls scheduled, calls completed, qualified opportunities and deals won from your meetings

QUALIFICATIONS

• Entry level to 1 year of sales or professional experience
• College Degree preferred but not required
• A strong interest in building a career in sales
• Entrepreneurial mindset - eager to advance through clearly defined learning and earning paths
• Self-disciplined, organized and ambitious – must be able to consistently hit daily and monthly objectives
• Go-getter attitude that displays initiative and persistence, all with a competitive drive
• Positive and energetic attitude with exceptional communication skills
• Resilience, perseverance, and the ability to overcome objections is a must
• Ability to work in a high-energy, sales-team environment
• Cold calling, sales training and Salesforce.com experience is a plus but not required
• Lead Qualification / Sales Development experience required
• Familiarity with cloud-based software services (SaaS) is a plus
• Strong ability to learn new technology and adapt quickly
• Proven ability to work in high-energy sales team environment as a team player
• Must have strong verbal and written communication skills
• Exhibits a strong desire to develop and maintain professional relationships externally and internally
• Proficient with Microsoft Office (Excel, Word, PowerPoint) required

WORK ENVIRONMENT

• Fast-paced environment with opportunities for growth and reward
• Company promotes work/life balance to achieve maximum performance professionally and personally

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence, so we offer competitive compensation and benefits packages:

• Equity
• Base Salary
• Uncapped Commissions (Paid Monthly) with exponential multiplier increases
• Medical, Dental, Vision, Life and 401(k) benefits are offered

ABOUT THE POSITION

We are looking for a Retention Specialist to join our growing organization! The Retention Specialists maximize every opportunity to re-establish exceptional customer service and can advise customers on the benefits of a GPS tracking system through Agilis while empathizing with the feedback customers provide on their experiences. After probing, representatives are empowered to negotiate portions of the customer agreement within department parameters. The goal is to ensure that at the end of each call, our customers feel confident that Agilis is the best option for GPS tracking. Therefore, the ideal candidate must have a passion for customer interaction with vast technical knowledge and/or carrier experience.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Ability to assess the customer’s needs by asking probing questions, addressing issues, building rapport and negotiating to achieve a mutually beneficial resolution
• Professionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance
• Assure quality and accurate representation of products
• Represent Agilis professionally and ensure that customers have an exceptional experience
• Consistently improve retention efforts and achieve monthly retention rates
• Identifies, facilitates and ensures effective communication of all technical inquiries and problem resolution from the customer to internal resources
• Additional duties as assigned

QUALIFICATIONS

• 5+ years of customer service, sales or customer success experience preferred
• Experience in developing and sustaining long-term, value-based customer relationships at all levels
• Must have a strong goal orientation and desire to continuously learn and improve your skills and knowledge
• Must be a quick learner and self-starter with the ability to follow through on commitments
• Flexibility– responsibilities may expand or change with the business needs
• Salesforce CRM experience is a plus
• Excellent written and verbal communication skills, problem solving and decision- making skills required
• Organizational and time management skills required

WORK ENVIRONMENT

• The hours of this position are Monday - Friday and may vary with the needs of the business

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence, so we offer competitive compensation and benefits packages:

• Position offers a Hourly Salary and Monthly Bonus potential
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days(PTO)
• Equity

ABOUT THE POSITION

As Agilis’ Director of Enterprise Sales, you will be responsible for accelerating Agilis’ expansion into the Enterprise space and building and leading a top-tier sales team that is changing the way companies use telematics. To be successful, you will need to be an exceptionally creative and well-organized salesperson as well as an excellent leader and critical thinker.

To succeed in this role, you need proven experience and success in solution selling to large organizations. We’re looking for a hard charging self-starter with the ability to get up to speed quickly, build a high-performing sales team, close new business and manage high-level relationships. You need to be results and data-driven, make use of a consultative approach to understand customer needs, have an intuitive ability to match our product offerings to the needs of customers, and be an outstanding communicator and leader. Proven success in selling subscription-based or SaaS software solutions is a huge plus.

You’ll work closely with the VP of Sales, and work cross-organizationally with our Marketing, Operations and Product staff to develop and implement plans to achieve or exceed revenue targets. You and you team’s focus will be on both identifying and landing new business opportunities while also working with existing clients to extend and expand our business relationships. You’ll be responsible for and rewarded for the successful delivery of your team’s sales quota and not just an individual quota. If your current success means you don’t really need to find a new job today, you’re exactly the type of person we want.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Function as both a player and a coach, spending time both operating to close clients on the front lines and guiding the team’s development
• Recruit, coach, mentor, manage and lead a top-tier team of sales professionals to achieve monthly, quarterly, and yearly sales targets. This includes closing new business and expanding existing relationships
• Set aggressive sales goals for your team and take full ownership over leading the team to meet those goals
• Define geographic focuses or vertically assigned industries for members of your team, and work with them to develop strategic Enterprise sales playbooks tailored to each client segment
• Optimize and evolve the team’s inbound and outbound sales processes through data-driven, results-oriented evaluation and experimentation
• Develop account prioritization criteria and work with members of the Strategic Account Management team to prioritize their target client portfolios
• Work closely with Agilis’ VP of Sales to evaluate and evolve the team’s short-, medium-, and long-term tactics for establishing Agilis as a leading provider of telematics in the Enterprise space
• Build, maintain, and grow C-level relationships with multiple executives from clients in your team’s portfolio
• Partner with Marketing leadership to develop strategy to enhance our Enterprise Marketing process/approach and business unit planning
• Recruit, onboard and manage channel partners across the fleet management, telecommunications, and telematics service provider spaces
• Participate in industry events/organizations as a thought leader and promote and implement a plan to promote our services at conferences, forums and seminars
• Collaborate with other departments and Product teams to develop product feedback for the company. Advocate internally for critical product feature development necessary to win and expand revenues
• Work effectively within an organization that still retains its start-up passion for growth, collaborating well with team members and the executive team while providing entrepreneurial leadership. Stay on top of competitive trends and emerging tech developments

QUALIFICATIONS

• Senior Sales Leader, with proven track record in SaaS software and 4+ years of sales leadership experience. Extensive experience closing deals in the <$1M range
• 7+ years of experience in SaaS sales including both Enterprise and start-up
• You must be an exceptional individual contributor and coach who can both work with salespeople on the front lines while developing and executing coaching plans for the team’s continued development
• The ability to hunt and cultivate new sales opportunities with Enterprise prospects and understand what differentiates Enterprise-level selling, deal qualification and procurement processes from SMB
• Creativity and an entrepreneurial spirit with exceptional leadership and critical thinking skills and a history of thriving in a rapidly-changing environment. A technical background and experience with telematics a plus
• A strong understanding of how to navigate a growing organization to assess which accounts/projects need our specific focus, as well as a strong ability to evaluate the merit of new tactics and products
• Exceptional discipline, attention to detail, and motivation. You must be fully capable of leading the team to respond to challenges while going above and beyond as needed
• Strength as a world-class individual contributor. At Agilis, you will not be here just to tell other people what to do

WORK ENVIRONMENT

• The hours of this position are Monday through Friday from 8:00 AM until 5:00 PMs

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence, so we offer competitive compensation and benefits packages:

• Ground floor opportunity with the team; shape the strategic direction of the channel
• Position offers a Base Salary
• Attainable Quota with Full Commission Potential
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Equity