Customer Account Specialist

Customer Support

The Customer Support Analyst is the first point of contact for issue resolution. This role will be responsible for providing exceptional customer service while assisting customers. This role involves troubleshooting problems, guiding customers through solutions, and ensuring positive customer experience through effective communication and problem resolution.

This role will help facilitate the movement of cargo into and out of the marine terminals serviced by Tricor. Customer Support: The Customer Support Analyst must interact with internal and external customers and 3rd parties to help ensure cargo continues to move throughout the terminal.

• Provide accurate information regarding products, services, policies, and procedures.
• Maintain a professional, friendly, and customer-focused approach at all times.
• Utilize phones and email/CRM system to broker important information and requests between all parties involved in each operation.
• Identify areas of improvement and provide suggestions and participate in the improvement process.

Technical Support

• Provide training and support for the customers who use our proprietary management systems.
• Provide a basic level of technical support/troubleshooting to our customers and 3rd party groups.
• Provide account setup to our customers and 3rd party groups.
• Identify root causes of customer issues and implement effective solutions.
• Follow up with customers to ensure issues are fully resolved.
• Maintain a high level of first-contact resolution where possible.
• Report recurring issues or product feedback to improve service and product performance.

Working Conditions

• Position does not require lifting.
• Position requires long periods of sitting and handling a phone and computer.
• Willing to interact with customers at all levels of an organization.
• Minimal travel (Job functions are carried out in an office environment).

Minimum Requirements

• A high school diploma or GED equivalent.
• 1+ years of experience in customer service, technical support, or a related field.

Preferred Qualifications

• Patience, attention to detail, problem solving, time management, stress management, clear communication, teamwork, critical thinking, situational awareness, efficient use of computers and web applications.
• Strong communication and interpersonal skills.
• Ability to explain technical information in a clear and simple way.