EquipmentShare is hiring a T3 Technical Support Associate I

Job Description  

Job Title: T3 Technical 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 Technical Support Specialist 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.

• Receive technical support escalations from the Tier 1 Support Team and see them through to resolution. 
• 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, maintain, and adapt standards of practice for support needs.
• Collaborate with vendor support on bug fixes, requests, and development efforts. 
• Pass specific and detailed defects and product requests to the product team.
• Create and grow relationships with key customer stakeholders through support processes.
• Identify patterns in defects/requests to help prioritize development of process and product.
• Triage incoming requests/issues and communicate them across internal teams as needed.
• Continually educate yourself, peers, and customers about processes, products, and any updates related to them. 
• Assists with extra projects that arise during process development and completes them in a timely manner.
• Other duties as assigned to serve the T3 mission.

 

QUALIFICATIONS

Education:

• Bachelor's degree in a technology-related field preferred.

Experience:

• 2 years professional experience providing technical support preferred. 
• Experience using ticketing systems, CMS, CRM preferred. 

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: 

• Excellent written and verbal communication skills.
• A passion for helping others and problem-solving. 
• Able to communicate with accuracy, detail, and professionalism effectively across audiences that include customers, vendors, and internal developers. 
• Expertise working with and learning new technology. 
• Self-starter and self-motivator with a strong, positive work ethic that contributes to the vision of the team.
• Must possess a professional and friendly demeanor. 
• Attention to detail in communications, developing processes, establishing priorities and meeting deadlines. 
• Ability to maintain a high level of confidentiality. 
• Ability to prioritize and sustain progress across multiple high priority needs/initiatives.
• Thoroughness when investigating and troubleshooting. 
• Adept at diagnosing and troubleshooting issues with remote data.
• Strong drive to take ownership of issues, see them through to resolution, and follow up with customers. 

 

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.