Customer Support Representative I

JOB SUMMARY

We are seeking a Customer Support Representative who will play a vital role in assisting our customers, including buyers, sellers, and logistics companies, to navigate and optimize our solutions. This position offers a unique opportunity for growth and visibility within our company, providing a chance to quickly build expertise in the company and the intricacies of the food and beverage supply chain. We are seeking a dedicated and enthusiastic individual to be the frontline ambassador for our brand, assisting customers with inquiries, providing solutions, and ensuring their satisfaction. This role is based in one of our hub locations and reports to the hiring manager.

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:

• College degree required; additional education is a plus.
• 1 year previous experience in a customer service or technical support role; preferable in a call center environment.
• Experience utilizing a ticketing system preferred
• Experience using slack as a collaboration tool preferred
• Proficient in using the 8x8 platform or similar call tracking software to provide high quality communication and support customers preferred
• Demonstrated expertise in the use of Google Suite.
• Demonstrated expertise in seamlessly managing concurrent responsibilities, adeptly navigating between phone calls and live chat interactions.
• 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:

• Experience using SQL
• Experience in the food service, hospitality, or supply chain technology industry.
• Familiarity with iTradeNetwork's products and platform.
• Experience working in a SaaS or technology company environment.
• Additional certifications or training relevant to the role.

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.

Base Compensation: $52,000/year