Tier 2 Customer Support

AtoB • San Francisco, CA

1d • Remote

About The Position

Think about your last trip to a grocery store. Almost everything you see was moved on a truck. Within 4 days time, if trucks stopped moving, your grocery store would be empty. The transportation network is critical to our economy, and the Tier 2 Customer Support role is a key to AtoB’s success.
As a Tier 2 Customer Support agent, you will use your expertise to resolve issues, clear roadblocks, and proactively identify developing incidents in order to keep fleets moving. Your primary responsibility is to build trust by engaging with our carriers, ensuring their successful adoption and continued satisfaction with our products and services. This role requires a proactive and carrier-centric approach, with a focus on both outbound calling during special projects and process/SOP development which others can follow.

Requirements

• Proven experience 2-4 years in a support or account management role. Big+ for financial, transportation/3PL, fleet fuel card, telematics/ELD or factoring experience. You understand the transportation world and dynamics between shippers, brokers, carriers and drivers. Further, you wish to make the lives’ our our professional fleets and professional drivers easier.
• Superior phone work as well as written and verbal communication skills
• High level sense of prioritization
• Zendesk experience 1-2 years or more
• Highly adaptable, coachable, proactive, happy and driven.

Nice To Haves

• Zendesk ops experience (reporting, dashboards, triggers, etc) a plus
• Bilingual (Russian, French) a plus

Responsibilities

• Daily queue management in Zendesk along with escalations in Slack
• We need phone warriors who can identify cases that will end up as multiple emails but can could be resolved with a single outbound call
• No silos here, strong communication needed to work across departments for resolutions and to develop best practices
• Openness to team building, so as to strengthen connections intra-deparmentally
• Separation of home life and work life by maintaining a space free from distraction during business hours
• Writing skills to help generate SOPs and Macros as we work to build out our playbooks
• Team work makes the dream work; strong communication skills to share your knowledge, skills and best practices with the team
• Future mindedness; help identify areas where we can future-proof
• Keen sense of retention and customer advocacy

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees