Customer Support - Night Shift

Routematch - Atlanta, GA (30+ days ago)


Are you ready to send your career soaring with a position that allows you to learn, grown, and truly make a difference in our community? Do you have a passion for helping people, using technology, and solving complex problems? A career at Routematch enables you to contribute your experiences, talents and skills to a team of 170 professionals delivering intelligent transit solutions to communities across the United States, Canada and Australia. Our enterprise solutions and top-notch services allow transit agencies to provide public transportation and para-transit services for the elderly, disabled and veterans.

We are the team that brings mobility to communities while reducing traffic and contributing to a greener planet. Routematch is a place where you can honestly say “my work matters.”

As an Overnight Customer Support Coordinator (CSC), you are critical to keeping our customers working and creating Routematch fans. We treat our customers like family so it’s not about call quotas and scripts. We are about resolving issues, providing tips, training for better engagement, and building relationships that keep our customer’s happy.

This is an overnight shift and 100% work from home after the initial 3-4 months of training are completed during normal business hours. After approximately 8-10 months of learning and demonstrating proficiency in what we do, you will be promoted to our Customer Support Specialist (CSS) position where you will lead the charge in supporting our clients!

While Client Care is responsible for around-the-clock support 365 days a year, this is not your traditional “call center” style position. Our CSC team is focused on coordinating the resolutions to our clients’ needs to ensure that every client receives world-class customer service. In this role you will be partnered with a senior team member whom you will learn from, help support, and “learn the ropes” to being successful in a career at Routematch. You’ll do all of this while truly making a difference in communities across the globe!

Our ideal CSC wants to combine their communication and relationship building skills with their technical savvy to help our clients. This position will allow you time to learn our solutions, work closely with other teams to build your technical knowledge, as well as understanding our clients’ business to better serve their needs. We aim to deliver world class support to our customers, and you must have a passion for creative problem solving and helping people. Experience supporting software applications, SQL, networking, ASP/Cloud Services and wireless technology offerings is a plus.

This is an entry level position that will start you down the path of career advancement opportunities in support, software development, sales, and leadership to name a few. We’re looking for candidates that have a 4-year degree from a reputable university, excellent communication skills, a customer-first mindset, positive attitude and the ability to quickly learn new technologies. Strong analytical and problem solving skills along with effective time management will be critical to your success. The CSC position is an excellent launching point for your career!

We offer great benefits including:
Rich medical, dental, vision and disability insurance plans
Matching 401k
Beautiful office space for training in a vibrant midtown location right off 75/85 with a free gym
Paid parking or public transportation reimbursement for training
Opportunity for growth and career development

As an Overnight CSC, you will spend most of your time:
Training to learn how to troubleshoot our technology
Partnering with a senior team member for case management and client resolutions
Understanding our Australian clients and their business
Responding professionally to our customers in a timely, efficient manner
Taking ownership of issues and resolving or escalating as needed
Providing timely and professional updates to the client as to the status of their issues
Training clients on our software on the phone or through email to help minimize future calls
Leveraging salesforce.com, phone, email, and web based support tools to communicate status and collaborate on solutions

Skills required for success:
Bachelor's degree
Ability to effectively work a standard overnight schedule with hours ranging between 6pm and 7am, Sunday night to Friday morning
1+ years of application and/or infrastructure support experience
Ability to quickly learn technology including software, hardware, databases, and networking
Exceptional interpersonal skills with a focus on building rapport
Outstanding organizational skills with demonstrated experience managing multiple projects and competing priorities
Effective listening skills and ability to ask appropriate questions to understand issues
Excellent analytical and problem-solving skills
Ability to read, retain and use information from knowledge base articles
Strong documentation and communication skills
Ability to multi-task between calls, emails and open cases to resolve issues
Calm with the ability to respond in a timely, professional manner
Self-motivated to learn and grow
Works well independently as well as in a team-oriented, collaborative environment
Flexible, adaptable and able to handle a variety of personalities
Ability to be flexible with shifts and on-call support as required
Must have a quiet home office with reliable high speed internet
Great attitude and a desire to make a difference!!!

Preferred Technical Experience and Skills:
Ability to diagnose and resolve issues with Citrix delivered systems and wireless devices
Basic networking and familiarity with common IT practices/infrastructure
Working knowledge of a range of software and hardware diagnostic tools including remote assist and remote access software
Experience working with, troubleshooting, and correcting Windows-based applications
Strong preference for basic SQL knowledge including select statement and simple queries
Experience using Salesforce.com or other ticketing systems

Founded in 2000, Routematch is a privately-held industry leader in intelligent transportation systems and mobile data system deployments with over 600 clients worldwide. Our team includes over 170 dedicated employees with headquarters in Atlanta, GA and offices in Denver, CO, Canada, Ireland and Australia. As part of Routematch, you will help our clients better serve their communities with traditional public transportation and para-transit for the elderly, disabled and veterans. Please see more at http://routematch.com.

Routematch is firmly committed to Equal Employment Opportunity (EEO) and to comply with all Federal, State and local laws that prohibit employment discrimination on the basis of age, race, color, gender, national origin, religion, disability, protected veteran status and other protected classifications. This policy applies to all employment decisions including, but not limited to, recruiting, hiring, training, promotions, pay practices, benefits, disciplinary actions and terminations.

As a government contractor, Routematch is also committed to taking affirmative action to hire and advance minorities and women as well as qualified individuals with disabilities and covered veterans. All offers are contingent upon a successful criminal background check and degree verification.