Customer Support Specialist
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Job Description
Customer Support agent responsible for resolving issues and ensuring satisfaction at AtoB. Focused on engaging with carriers and improving processes for service effectiveness.
Responsibilities:
- Daily queue management in Zendesk along with escalations in Slack
- Identify cases that will end up as multiple emails but can be resolved with a single outbound call
- Strong communication needed to work across departments for resolutions and to develop best practices
- Openness to team building to strengthen connections intra-deparmentally
- Maintain a space free from distraction during business hours
- Writing skills to help generate SOPs and Macros to build out our playbooks
- Strong communication skills to share your knowledge, skills and best practices with the team
- Help identify areas where we can future-proof
- Keen sense of retention and customer advocacy
Requirements:
- Proven experience 2-4 years in a support or account management role
- Big+ for financial, transportation/3PL, fleet fuel card, telematics/ELD or factoring experience
- Superior phone work as well as written and verbal communication skills
- High level sense of prioritization
- Zendesk experience 1-2 years or more
- Zendesk ops experience (reporting, dashboards, triggers, etc) a plus
- Bilingual (Russian, French) a plus
- Highly adaptable, coachable, proactive, happy and driven.
Benefits:
- Offers Equity
- Offers Bonus
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