Client Support Specialist (Austin)
We are looking for a highly motivated, very punctual, client focused technical support professional with a clean, professional appearance and a POSITIVE attitude to join our rapidly growing Client Support Services team at our Headquarters office in Austin, TX. This professional will provide frontline support to our diverse client base primarily of Transportation Logistics companies. You will be supporting the products and services associated with our Software-as-a-Service (SaaS) platform. This is a golden opportunity for the right person to join our rapidly growing company at the right time and be part of the growth.
-Take inbound calls from the client base, typically company dispatch personnel
-Create a case for every call by logging client calls into the company's ticketing system
-Respond to client generated email tickets within established company SLA's
-Identify client concerns and issues
-Address issues by answering questions, troubleshooting and resolving or escalating
-Follow up to ensure client issues are addressed
-Make follow up calls to ensure client is satisfied
-Serve as a client 'account liaison' for designated clients
-Provide weekly client 'check-in' reports identifying client issues, concerns, or suggestions
** Must have recent Customer Support experience **
-Logistics/Dispatch software support experience a big plus!
-Hardware experience preferred
-SQL Server experience preferred
-Preference given to *bilingual* candidates - English/Spanish
-Strong Listening Skills
-Strong Negotiating skills: ability to reason and convince clients of course of action
-Pleasant and personable approach addressing clients and co-workers
-Works hard to ensure client satisfaction
-Shows empathy and understanding of client concerns
-Recognizes client needs
-Willingness to accept and take ownership of client issues
-Ability to work in a fast paced environment, and multi task
-Proficient in MS Office
-Must be punctual - tardiness is not acceptable, nor is a pattern of absences
-Business casual attire
-References will be checked
** Austin and Round Rock only candidates will be considered **
We are a fast-growth organization in a SAAS based environment with logistics solutions for transportation companies. You will be working with a hands-on, experienced senior management team of technology, business and logistics professionals. HQ is in Austin, Texas.
We offer a robust benefits package and compensation is based on experience.
To be considered for this position, please send a cover letter and resume to:
careers at qv21 dot com . Due to the volume of applicants, we will not be able to respond to every resume sent.
Job Type: Full-time
Job Type: Full-time