T3 Technical Support Associate I

EquipmentShare is Hiring a T3 Technology Support Associate I

EquipmentShare is searching for a T3 Technology Support Associate I for our corporate office in Columbia, MO, or Kansas City, KS to support our team as the department continues to grow.

Salary range: $25-$30. Factors including past experience and location may affect final compensation rate. 

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.

Supervisory Responsibilities: None

Duties/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.

Required Skills/Abilities:

• 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.

Education and Experience:

• 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.

Physical Requirements:

• Must be able to sit for prolonged periods at a desk and work on a computer
• An employee in this position will sit, move about, speak on the telephone, wo