T3 Technology Support Associate I

Job Title: T3 Technology Support Associate I 

Department:T3 Sales & Support

Reporting to: T3 Technology Support Supervisor

FLSA Status: Non-Exempt

 

JOB SUMMARY

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.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. ● 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.

QUALIFICATIONS

Education:

● Highschool diploma at a minimum, Associates Degree or above is highly desired. Experience:

● At least 3 years experience in a customer service role, preferably in a contact center or multi-channel communication environment. 

Licenses:

● None 

Language Proficiency:

● 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. Skills:

● 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.

Physical Requirements:

An employee in this position will sit, move about, speak on the telephone, work on the computer, handle files and papers, reach into file cabinets, retrieve supplies from storage shelves, lift up to 20 pounds, and make copies.

 Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.