Tier 1 Application Support

U-Haul • Phoenix, AZ

124d

About The Position

Are you looking for a role that challenges you to provide customer service and technical product support to consumers in a team-oriented environment? We know that in order to provide delightful support it requires providing efficient listening, key-questions, and a personalized conversation. If you consider yourself to be computer/technology driven, and possess strong customer service skills then this is the role for you. Under the direction of the Storage Support Manager, Tier 1 Application Support are responsible for providing support, via phone queues and live chats to U-Haul Affiliates and end users of the computer-based systems which comprise the WebSelfStorage Application. The ideal candidate must be extremely customer-focused, technically savvy, analytical, and data-oriented, composed under pressure, and able to creatively problem-solve issues while maintaining positive communication at all times. This is an in-office position located at our Midtown Campus in Phoenix, AZ.

Requirements

• At least 1 to 2 years of technical support or call center experience related to area of assignment; OR any satisfactory equivalent combination of education, training, and/or experience relevant to the position preferred.
• Experience in customer service and have a positive attitude toward helping business affiliates.
• Ability to multi-task.
• Excellent verbal and written communication skills.
• Appropriate professionalism and demeanor, including phone and chat etiquette.
• Ability to type quickly and articulate information clearly.
• Typing speed minimum of 30 wpm.
• Ability to follow instructions.
• Basic understanding of computer software and an ability to troubleshoot problems.
• Mental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt to and stay alert in a business environment, and to use independent judgment to accomplish results.
• Flexibility to work multiple shifts including weekends and rotating holidays.

Responsibilities

• Provide support to U-Haul affiliates and end users regarding questions and/or problems concerning the WebSelfStorage application.
• Have a comprehensive understanding of the WebSelfStorage application and know how to identify when WebSelfStorage is/is not functioning correctly.
• Educate U-Haul affiliates concerning the WebSelfStorage application.
• Develop an understanding of affiliates, their business model, and their workflows.
• Focus on the client's experience with the Web Self Storage Application.
• Responsible for various special duties as assigned as well as basic functions of telephone and chat support.
• Responsible for troubleshooting and resolution with full documentation and escalation as applicable.
• Maintain detailed and up-to-date notes on all affiliate tickets.
• Remain even-tempered and diffuse difficult situations with upset customers.
• Ability to sit or stand at a personal computer for up to 8 hours a day, typing and reading.

Benefits

• Paid on-the-job training
• Full Medical coverage
• Prescription plans
• Dental & Vision Plans
• New indoor fitness gym
• Gym Reimbursement Program
• Registered Dietitian Program
• Weight Watchers
• Onsite medical clinic for you and your family
• Career stability
• Opportunities for advancement
• Tuition reimbursement program
• Free online courses for personal and professional development at U-Haul University®
• Business and travel insurance
• You Matter Employee Assistance Program
• Paid holidays, vacation, and sick days
• Employee Stock Ownership Plan (ESOP)
• 401(k) Savings Plan
• Life insurance
• Critical Illness/Group Accident
• 24-hour physician available for kids
• Subsidized gym/membership
• MetLaw Legal program
• MetLife auto and home insurance
• Mindset App Program
• 50% Discounts on cell phone plans, hotels, and more
• LifeLock identity Theft
• Savvy consumer wellness programs- from health care tips to financial wellness
• Dave Ramsey's SmartDollar Program
• U-Haul federal credit union
• Wellness Program

What This Job Offers

• Job Type: Full-time
• Industry: Rental and Leasing Services
• Education Level: No Education Listed