Customer Service Associate - Full Time

Description

Job Title: Customer Service Associate
Department: Operations
Reports To: Customer Experience Manager
Seniority Level: Entry-Level
Employment Type: Full-time

About the role

As a Customer Support Associate, you will support Konexial's expanding suite of transportation solutions. Key responsibilities include facilitating technical troubleshooting, documentation, and account resolution across multiple platforms. Ideal candidates have experience in the transportation sector or contact center environments.

Responsibilities

• Help customers with a wide range of general inquiries on product and/or account issues and questions
• Solve customer issues and escalations about Konexial products and services
• Experience in multi-channel servicing including excellent phone skills and good writing skills for web, email, and text requests
• Prioritize work queue and backlog in addition to incoming customer requests
• Complete support tickets for issues that require technical support or development team assistance
• Provide excellent customer service and take ownership throughout the service cycle from initial request to final close out of the support request
• Model and champion Konexial’s cultural principles as we scale

Requirements

• 1-3 years of experience in a customer-facing role within a contact center environment
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing multiple cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Pipedrive, ServiceCloud)
• Proficient with macOS and both Apple and Android mobile devices for app usage
• Solutions-oriented with strong problem solving skills
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: laymen, executives, product leadership, day-day users of our products
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Diplomacy, tact, and poise under pressure when working through customer issues

Qualifications

• Strong ability to actively listen and ask follow-up questions to drive customer success
• Thrive in an unstructured, fast-paced, and change-heavy environment
• Experience supporting service requests in billing, RMA, cancellations, and renewals
• Experience supporting telematics systems, ELDs, and hours of service compliance is a plus

Skills

• Maintains a professional demeanor and composure under challenging circumstances
• Demonstrates superior verbal and written communication proficiency with meticulous attention to detail
• Possesses strong analytical capabilities and investigative research skills
• Works independently, coupled with keen awareness of customer satisfaction questions
• Excellent analytical, problem-solving and decision-making skills
• Works well in a team environment

Benefits

• Onboard, train and work within our Knoxville, TN Headquarters
• Extra Awesome (Not Required): Fluent in a foreign language (We’re growing!) A degree in whatever. We’re Serious! Supply Chain/Logistics, or Business preferred.

Pay

Competitive wages

Schedule

Flexible hours when needed (nights and weekends)

Company Description

Konexial is not your typical software company. With a mission to debunk the traditional methods of transportation software development, we have created a solution that makes the big players in enterprise software curse our name. Our comprehensive platform provides an alternative for everyone who has lived the nightmare of failed implementations, broken promises, and clunky software. Our approach to service is unique, as we focus on making superb software that’s easy to use, serving customers with a high sense of urgency and driving long-term value with constant, continual improvement. Fellow adventure seekers: Embrace your desire to be different and join us in our quest for simplicity. As crazy as it might sound, we have a deep and abiding passion for taking the complexity our clients face every day and breaking it down to the simplest possible solution. To learn more about Konexial’s software please visit us at www.Konexial.com.