Customer Service Representative - Tier 1 (Jedi Knight, Master of Escalations)
- Feels at home working in a Customer Support team. This means you are not afraid to mix it up or be held accountable by the team and are willing to hold them accountable as well. People with trust issues need not apply.
- Passionately cares about our clients and the jobs they do. Our clients are fleet managers, parts clerks, automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
- Puts the needs of the client and the team before their own.
- Is willing to lift boxes, clean floors, and hold doors if that is what it takes to get something done.
- Loves to learn, grow, and stretch themselves through goal setting and daily habits.
- Thinks of themselves less, while not thinking less of themselves.
- Is constantly looking for more: more to learn, more to do, and more opportunity.
- Cares about the individual and overall growth of the team and is willing to guide and teach what they know to members of the Customer Support team.
- Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
- Provide timely resolution of customer issues
- Effectively educate customers on product use and assist them in fully utilizing available features to improve
- Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
- Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call.
- Utilize or create resources and tools as needed to help take over and resolve difficult issues.
- 2+ Years of B2B enterprise application support
- Effectively research and understand API/Scripting documentation to find solutions for issues and assigned projects.
- Consider yourself experienced with SQL, and have no problem “digging through data” to find underlying issues
- Understanding of JavaScript/Dataflow to identify key bugs within code to escalate issues to the Engineering team.
- Become a product expert, and act as an escalation point for the CSR team
- Provide support for advanced skill sets and customer issues
- PowerShell Scripting
- End-user API Integration Support, inclusive of testing API’s using tools such as Postman
- Windows Server Management/setup
- Tablet setup and troubleshooting
- Draft and edit knowledge base articles.
- Experience with MongoDB a plus
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