Job Objective
As a Technical Operations Specialist, you will play a crucial role in managing customer interactions and resolving technical issues related to our automated gate & intermodal solutions. You will provide timely assistance, process transactions, and ensure that our customers receive the highest level of service. This position requires strong technical skills, excellent communication abilities, and a commitment to customer satisfaction. At the 90-day mark, the role will be evaluated based on business needs and individual contributions, with the possibility of extension or transition.
Duties & Responsibilities
Customer Support:
- Handle inbound and outbound customer communications via phone, email, and chat regarding automated gate systems.
- Assist customers with troubleshooting and resolving issues related to automated gate operations and other intermodal solutions.
- Process and manage intermodal transactions efficiently, ensuring accuracy and timely execution.
- Address and resolve customer complaints and inquiries, escalating complex issues to technical support when necessary.
Technical Assistance:
- Provide guidance and support to customers on the proper use and maintenance of automated gate systems.
- Perform basic technical diagnostics and support for gate systems, including troubleshooting and system checks.
- Document and report technical issues and system performance metrics to helpdesk and management.
Order Processing and Documentation:
- Manage customer orders, including tracking, processing, and ensuring accurate fulfillment.
- Maintain detailed records of customer interactions, transactions, and feedback in the system.
- Generate and review shift and daily reports, utilizing data to improve service quality and efficiency.
Safety and Compliance:
- Adhere to company safety protocols and guidelines, ensuring a safe remote work environment.
- Participate in safety briefings and training as required, staying up to date with company policies and procedures.
Continuous Improvement:
- Contribute to initiatives aimed at enhancing customer satisfaction and service quality.
- Provide feedback on system performance and customer service processes to support ongoing improvements.
Required Skills & Qualifications
- 2+ years of experience in customer service or technical support, preferably related to automated systems or technology.
- Proficiency in Microsoft Office 365 and CRM software.
- Strong verbal and written communication skills, with the ability to explain technical information clearly.
- Ability to work independently and manage multiple tasks in a remote work setting.
- Flexibility to adapt to non-standard hours, including nights and weekends as needed.
Education & Experience
- High School diploma or equivalent.
- 2+ years of experience in customer service or technical support, preferably related to automated systems or technology.
- Proficiency in Microsoft Office 365 and CRM software.
- Strong verbal and written communication skills, with the ability to explain technical information clearly.
- Ability to work independently and manage multiple tasks in a remote work setting.
- Flexibility to adapt to non-standard hours, including nights and weekends as needed.
Job Type: Full-time
- Full-time and part-time positions are available with flexible scheduling.
- Some shifts may require coverage outside of standard business hours, including nights and weekends.
Benefits:
- Competitive compensation
- Health and wellness benefits
- Opportunities for professional development
- Supportive team environment