Customer Support Specialist (Internal Team Members Only)

OneRail - Orlando, FL

Full-time - Entry Level

Orlando, FL

Publishing Industries

About the position

OneRail is seeking an eager Customer Support Specialist that wants to get their foot in the door at a fast-growing logistics technology start up. This position will use their customer service skillset to research, troubleshoot, escalate and resolve customer issues in an accurate and timely manner. You will be responsible for meeting SLAs, providing excellent customer experience and advocating on behalf of our clients. You will be working with different systems, software and teams to follow standard procedures and escalate unresolved issues to appropriate internal departments.

Responsibilities

• Field support calls, tickets, chat, email, and/or other communication from customers with inquiries and provide friendly, prompt, and accurate feedback to customers
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management, Logistics partners, Development, and other relevant internal teams
• Own client SLAs and proper escalation of unresolved issues to the appropriate internal teams in a contracted timeframe
• Use tools to research, diagnose, troubleshoot, and build solutions to resolve customer issues
• Ensure proper recording, maintenance, and closure of all issues via Freshdesk & ClickUp ticketing systems
• Prepare accurate and timely reports displaying relevant data including but not limited to SLAs, CSAT, escalations, and ticket data
• Create and document knowledge in the form of knowledge base notes, articles, and SOPs
• Other related duties as assigned

Requirements

• Bachelor's degree or 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management
• Possess strong phone, written, and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated, and a true team player
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire to learn new technologies
• Well-organized, with high attention to detail and ability to prioritize
• Proficiency with MS Office
• Experience with Freshdesk, ClickUp, PowerBI, and Miro a plus
• Must be able to work weekend days; Saturdays and Sundays between the hours of 9:00am - 6:00pm, Monday - Wednesday will rotate between the hours of 7:00am - 9:00pm, all hours are Eastern Time Zone.