Customer Support Representative

JOB SUMMARY

This role is located in our Charlotte, NC Hub.

Hours of Operation: (8am - 5pm PT)

In this position you will focus on assisting our customers (buyers, sellers, and logistics companies) and their trading partners to solve issues through various forms of communication. You will partner with customers to ensure that they have the knowledge necessary to use our solutions as part of their daily business operations. This position has high growth and visibility in the company, and you will quickly build knowledge of iTradeNetwork and the food and beverage supply chain as you work across teams in a highly collaborative environment.

You will spend your time working with customers and colleagues to assess and manage tier 1 case escalations. You will be responsible for effectively troubleshooting the cases assigned to you and following up with customers per our Service Level Agreement. Throughout this process, your goal will be to offer essential guidance to our customers while delivering outstanding customer service.

The role of Customer Support Representative also includes an on-call weekly rotation where the individual assigned is responsible for answering calls for Emergency support during our off-hours.  The weekly rotation also includes sending out notifications to our customers during any weekend maintenance when assigned and also initiating and managing Code Red meetings when Severity 1 issues occur during business hours and after business hours.

Key Responsibilities:

• Engage with customers via various communication channels, including phone, email, and live chat.
• Assist customers in resolving product-related inquiries, technical issues, and general concerns.
• Provide information about our products, services, and policies in a clear and friendly manner.
• Empower customers by providing clear and concise explanations of technical concepts and solutions.
• Identify and troubleshoot customer issues, escalating complex problems to the appropriate teams when necessary.
• Work collaboratively with cross-functional teams to ensure prompt resolution of customer concerns.
• Develop and maintain a deep understanding of our products and services.
• Maintain accurate and detailed records of customer interactions and technical issues using our ticketing and knowledge base systems.
• Contribute to the development and enhancement of customer support documentation.
• Gather and relay customer feedback to internal teams to contribute to the improvement of products and services.
• Provide insights into common customer issues to help enhance overall customer satisfaction.
• Actively seek opportunities for personal and professional development to enhance technical knowledge and customer service skills.
• Manage all tickets assigned in a timely manner and according to our Case Management and Service Level Expectations.
• Maintain 90% or above Customer Satisfaction Ratings

What you’ll need:

• Minimum of 2 years of experience in a customer service or technical support role, preferably within a call center environment.
• At least 1 year of experience using a ticketing system for case or issue management.
• Proficient in Google Suite, including Gmail, Docs, Sheets, and Drive.
• Demonstrated ability to juggle multiple responsibilities, including managing phone calls and live chat interactions simultaneously.
• Strong technical aptitude with the ability to learn and troubleshoot systems and tools effectively.
• Strong customer service orientation with a genuine desire to assist and delight customers.
• Excellent communication skills, both written and verbal.
• Effective problem-solving skills with the ability to think on your feet and provide timely solutions.
• Patience and empathy when dealing with customer concerns.
• Proven ability to handle challenging customer situations with patience and professionalism.
• Ability to collaborate with internal teams to address customer inquiries and improve overall customer satisfaction.
• Ability to adapt to changing priorities and customer needs in a fast-paced environment.
• Demonstrated growth mindset and commitment to skill improvement.

Nice-to-Have Qualifications:

• College degree preferred, particularly in a technical, business, or analytical field.
• Experience using Slack or similar platforms for collaborative communication.
• Familiarity with 8x8 or comparable call tracking software.
• Basic knowledge of SQL or demonstrated ability and willingness to learn it.
• Familiarity with EDI (Electronic Data Interchange) concepts and workflows.

If you are a highly motivated and results-driven individual, with a passion for driving growth in a fast-paced, entrepreneurial environment,  we encourage you to apply for this exciting opportunity. We offer a competitive salary, comprehensive benefits package, and a dynamic work culture that values collaboration, innovation, and personal development.