Customer Support Representative - iTrade

iTradeNetwork believes the world is a better place when you know where your food comes from. That’s why our ongoing mission is to create the most connected and transparent global food supply chain. Over the last 20 years, we have built an industry-leading network of thousands of food and beverage companies - from grocers and restaurants to growers and manufacturers. Our SaaS solutions manage the complexities of the food supply chain, reduce food waste, and bring consumers closer to their food source. 

As a fast growing, ambitious company we seek talented professionals and promise to provide the opportunity to join us in our growth. We are an equal-opportunity employer offering competitive salaries and comprehensive employee benefits.

Responsibilities

• Engage with customers via various communication channels, including phone, email, and live chat.
• Assist customers in resolving product-related inquiries, technical issues, and general concerns.
• Provide information about our products, services, and policies in a clear and friendly manner.
• Empower customers by providing clear and concise explanations of technical concepts and solutions.
• Identify and troubleshoot customer issues, escalating complex problems to the appropriate teams when necessary.
• Work collaboratively with cross-functional teams to ensure prompt resolution of customer concerns.
• Develop and maintain a deep understanding of our products and services.
• Maintain accurate and detailed records of customer interactions and technical issues using our ticketing and knowledge base systems.
• Contribute to the development and enhancement of customer support documentation.
• Gather and relay customer feedback to internal teams to contribute to the improvement of products and services.
• Provide insights into common customer issues to help enhance overall customer satisfaction.
• Actively seek opportunities for personal and professional development to enhance technical knowledge and customer service skills.
• Manage all tickets assigned in a timely manner and according to our Case Management and Service Level Expectations.
• Maintain 90% or above Customer Satisfaction Ratings

Qualifications

• Strong customer service orientation with a genuine desire to assist and delight customers
• Excellent communication skills, both written and verbal, required
• Effective problem-solving skills with the ability to think on your feet and provide timely solutions
• Patience and empathy when dealing with customer concerns
• Proven ability to handle challenging customer situations with patience and professionalism
• Ability to collaborate with internal teams to address customer inquiries and improve overall customer satisfaction
• Ability to adapt to changing priorities and customer needs in a fast-paced environment
• Demonstrated growth mindset and commitment to skill improvement

Education and Experience

• College degree required; additional education is a plus.
• 1 year previous experience in a customer service or technical support role; preferable in a call center environment 
• Experience utilizing a ticketing system preferred
• Experience using slack as a collaboration tool preferred
• Proficient in using the 8x8 platform or similar call tracking software to provide high quality communication and support customers preferred
• Demonstrated expertise in the use of Google Suite.
• Demonstrated expertise in seamlessly managing concurrent responsibilities, adeptly navigating between phone calls and live chat interactions.

What We Offer

• Competitive compensation and benefits package.
• Opportunities for professional development and growth.
• A positive and inclusive work environment.

If you are passionate about delivering excellent customer service, resolving issues, and creating positive customer experiences, we invite you to join our team. Apply now to be an integral part of our commitment to customer satisfaction and contribute to the success of our organization.

2 Shifts Available:  8:00 a.m. - 5:00 p.m. EST and 11:00 a.m. - 8:00 p.m. EST

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Customer Support