T3 Technology Support Associate II

EquipmentShare • Columbia, MO

4d • Onsite

About The Position

Build the Future with Us — EquipmentShare is Hiring a T3 Technology Support Associate II At EquipmentShare , we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before . We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares. We’re hiring a T3 Technology Support Associate II for our Corporate HQ in Columbia, MO and we’re looking for someone who’s ready to grow with us, bring energy and drive to their work, and help us build the future of construction. The primary responsibility of the T3 Technology Support Associate I is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with rental markets, T3 customers and help facilitate support requests throughout EquipmentShare. As a primary customer-facing role, the ability to provide professional, exceptional, timely and accurate service to internal and external customers is critical to the success of this position.

Requirements

• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional service and a positive customer experience.
• Strong organizational skills with attention to detail and accuracy.
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to acquire new skills in a proficient manner.
• Accept responsibility for actions when necessary and learn from mistakes.
• Ability to be flexible - adapt to change in a positive manner.
• Ability to work quickly and think logically, especially under pressure.
• Ability to reason with difficult and/or upset customers in a courteous and professional manner.
• Excellent phone handling, negotiating and active listening skills.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and the company as a whole.
• Must possess a professional yet enthusiastic and friendly demeanor.
• Ability to maintain a high level of confidentiality on sensitive topics.
• Ability to use diplomacy and tact when handling problems.
• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
• High school diploma at a minimum, Associates Degree or above is highly desired.
• At least 3 years experience in a customer service role, preferably in a contact center or multi-channel communication environment.

Responsibilities

• Perform job duties in accordance with EquipmentShare's vision, mission, and values.
• Provide excellent customer service for EquipmentShare's customers with clear answers to inquiries and appropriate referrals, as needed.
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner and within established quality and service standards.
• Establish and maintain professional working relationships with internal and external customers and co-workers.
• Utilize exceptional listening skills to understand customer needs and follow-up with a customer centric response in recommending the right solutions.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Utilize product knowledge to offer efficient and effective technical support and decision-making in the process of troubleshooting the T3 Platform for internal and external customer inquiries.
• Utilize appropriate resources to ensure work is completed efficiently and within established service standards.
• Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements at all times.
• Enhance industry and technical knowledge through actively participating in learning and growth opportunities.
• Work collaboratively with co-workers to achieve departmental and company goals and standards.
• Perform other duties and responsibilities as assigned.

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events, food truck nights, and monthly team dinners
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED