Technical Program Analyst

Who We Are

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.

About the Role:

As a Technical Program Analyst, you will report to the Senior Manager of Technology Operations and will be responsible for overseeing the systems and tools powering our Global Technical Support Organization, including Genesys, Salesforce, Slack, and others. We're looking for an experienced, dynamic and growth-oriented individual to drive a state of the art agent experience that is rooted in Salesforce and it's supporting ecosystem. You're a good fit if you have an interest and aptitude in understanding the business needs deeply and designing thoughtfully for not only efficiency, but also for the highest quality and scalability. You think about the customer and agent experience first as you think through solutions and help identify ways to drive improvements.

What You'll Do:

• Learn about the business needs of the support organization and utilize your deep knowledge of technology to design processes and automation, in order to create the most efficient tool configuration possible
• Participate in the evaluation and selection of technology tools used by the support teams
• Support members of the management team organization to accomplish technology goals
• Work with Enablement to ensure support agents effectively navigate new tools/systems and changes to existing tools/systems
• Manage incoming tools/system access and configuration requests
• Triage day-to-day issues that arise for internal and external tools
• Partner with Operations teams to optimize agent processes
• Develop and automate tool/system specific reporting
• Partner with IT and engineering to implement and troubleshoot new apps and systems

What We're Looking For:

• 5+ years of experience in technology operations role or similar experience
• 3+ years contact center operations knowledge
• A deep and ever-improving understanding of Salesforce and the surrounding ecosystem, including 3rd party products
• Strong project management and process improvement skills
• Effectively juggled multiple priorities and created a sense of urgency in a fast-paced, dynamic environment
• A passion for learning new technologies and quickly becoming the resident expert
• Strong communication that partners effectively with different teams in order to drive results
• Proven experience implementing and improving systems powering customer support
• Preferred Certified Salesforce Administrator/Consultant

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

• Please do not let an arrest or conviction record prevent you from applying for employment at Motive. Motive considers qualified applicants with arrest and conviction records.
• Please review our Candidate Privacy Notice here.