Tier 2 Customer Support
New
A
AtoBTransportation
Remote - United States and Canada, Between 7am and 6pm during Pacific or Mountain Time (negotiable)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2-4 years
- Required Skills
- SlackZendesk
Requirements
- 2-4 years experience in a support or account management role
- Experience in financial, transportation/3PL, fleet fuel card, telematics/ELD or factoring (big plus)
- Understanding of the transportation world and dynamics between shippers, brokers, carriers and drivers
- Superior phone work
- Superior written and verbal communication skills
- High level sense of prioritization
- 1-2 years or more of Zendesk experience
- Zendesk ops experience (reporting, dashboards, triggers, etc) a plus
- Bilingual (Russian, French) a plus
- Highly adaptable
- Coachable
- Proactive
- Happy and driven
Responsibilities
- Resolve issues and clear roadblocks for fleets
- Proactively identify developing incidents to keep fleets moving
- Build trust by engaging with carriers
- Ensure successful adoption and continued satisfaction with products and services
- Daily queue management in Zendesk along with escalations in Slack
- Handle cases that can be resolved with a single outbound call
- Work across departments for resolutions and to develop best practices
- Contribute to team building efforts
- Maintain a space free from distraction during business hours
- Generate SOPs and Macros to build out playbooks
- Share knowledge, skills, and best practices with the team
- Help identify areas for future-proofing
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