Technical Support Specialist

EquipmentShare is Hiring a Technical Support Specialist

EquipmentShare is searching for a Technical Support Specialist for our corporate office in Columbia, MO, to support our team as the department continues to grow.  

EquipmentShare is seeking a Technical Support Specialist to be responsible for consistently providing 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.

Primary Responsibilities

• 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.

Why We’re a Better Place to Work

• Competitive salary.

• Medical, Dental and Vision coverage for full-time employees.

• 401(k) and company match.

• Generous paid time off (PTO) plus company paid holidays.

• Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).

• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees.

• Seasonal and year round wellness challenges.

• Company sponsored events (annual family gatherings, happy hours and more).

• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year. 

• Opportunities for career and professional development with conferences, events, seminars and continued education. 

About You 

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

Skills & Qualifications 

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

• 2 years professional experience providing technical support preferred. 

• Experience using ticketing systems, CMS, CRM preferred. 

• 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.

• 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