24/7 Helpline Representative

Boat Fix 24/7 Helpline Representative — First & Second Shift

Company Description

BOAT FIX, INC. provides 24/7/365 emergency mechanical advisory and telematics support to boat owners, marine partners, dealers, and fleets. When something goes wrong on the water, our customers reach a real person who can assess the situation and help them determine what to do next — at any hour, on any day of the year. Team members work in a fast-paced, customer-focused environment where clear communication, mechanical judgment, and problem-solving matter. We value dependable service, strong customer relationships, and a commitment to safety on the water.

Role Description

The Boat Fix Helpline Representative is a full-time, on-site position based in our Southport, Connecticut office. This is not a remote role — it is a critical part of our Operations Department.

Helpline Representatives are the first person a customer speaks with when something goes wrong. You will answer inbound calls from boaters experiencing mechanical issues, telematics alerts, or account questions; provide reassurance; gather accurate details about the customer, vessel, location, and symptoms; and use established troubleshooting procedures and internal resources to guide the customer toward the safest, most appropriate next step.

Beyond live call support, the role also covers customer onboarding, device and account setup, inventory management, and shipping. You will work closely with other Helpline Representatives and Boat Fix team members to ensure consistent, timely coverage around the clock.

Primary Responsibilities

• Answer Helpline calls promptly and deliver professional, patient, expert customer service in line with company standards. Document every interaction, troubleshooting step, resolution, and follow-up accurately in our systems.
• Gather relevant information about the customer, vessel, location, mechanical symptoms, and surrounding circumstances. Apply mechanical knowledge and established procedures to help customers identify and, when appropriate, resolve common boating and equipment issues.
• Recognize situations involving immediate safety concerns and direct customers to emergency services or other appropriate assistance. Coordinate towing or outside assistance according to Boat Fix procedures and the customer's program.
• Review and explain telematics information to customers, including vessel location, trip history, battery voltage, geofences, movement alerts, and device status.
• Support new-customer onboarding: account activation, device registration, app access, alert settings, and general product education. Help customers get full value from the Boat Fix app and portal.
• Receive, organize, track, and maintain device and accessory inventory. Prepare, verify, package, and ship customer and partner orders accurately and on time. Assist with returns, replacements, device exchanges, and inventory reconciliation.
• Escalate unresolved mechanical, technical, account, or safety-related issues to the appropriate Boat Fix team member.
• Build and maintain working knowledge of Boat Fix programs, marine telematics, supported vessels, devices, partner programs, and customer-service procedures.

Schedule and Availability

Boat Fix provides live support 24 hours a day, 7 days a week, 365 days a year. This position requires participation in a rotating shift and on-call schedule.

First- and second-shift openings are currently available. Applicants should expect to work weekends and may be required to work holidays, with two scheduled days off during the week. Flexibility is required to help maintain continuous Helpline coverage.

Qualifications

Required

• Practical mechanical knowledge and strong mechanical troubleshooting ability.
• Ability to explain mechanical and technical information in clear, understandable language.
• Strong verbal communication, listening, and problem-solving skills, including professional phone etiquette.
• Ability to remain calm and think clearly while assisting customers in urgent or stressful situations.
• Strong attention to detail with accurate data entry and documentation in customer systems.
• Comfort using computers, mobile applications, customer-management systems, shipping platforms, and multiple information sources during a call.
• Comfort working non-traditional hours, including evenings, nights, weekends, and holidays.
• Reliable attendance, sound judgment, discretion, and a strong sense of responsibility.
• High school diploma or equivalent.

Preferred

• Marine mechanical or recreational boating knowledge.
• Experience in customer service, technical support, roadside assistance, dispatch, marine service, automotive service, emergency support, or a related field.
• Familiarity with marine telematics, GPS monitoring, connected devices, or remote diagnostic systems. Familiarity with Simrad marine electronics is a plus.
• Ability to balance customer calls, onboarding activities, inventory, and shipping responsibilities as daily priorities require.

The Right Person for This Role

The right candidate is mechanically capable, patient, dependable, and comfortable helping people through both routine and stressful situations. This person understands that Boat Fix is more than an app or a GPS tracker — customers rely on a real person to answer, assess the situation, and help them decide what to do next.

Marine experience is a plus, but a willingness to learn Boat Fix systems, marine terminology, telematics, partner programs, and vessel troubleshooting procedures is essential.

Location: Southport, Connecticut

Work Arrangement: On-site, in person

Employment Type: Full-time

Coverage: 24/7/365 operations