Level 2 Support Analyst BestTransport
This is a full time, hourly position (Rate range $14.50 to $17.50 per hour). The new employee will be expected to take ownership of and be a single point of contact for customer issues until the issues are resolved. Analyst will also be expected to work on Customer Support projects, in addition to QA testing, as needed.
Answer Incoming Support Calls & Operator Calls.
Monitor and respond to customer emails.
Monitor and answer Bold Chat inquiries.
Case Creation, Monitoring and Follow-up.
Carrier Services ? Acceptance, Rejection, and Status Information.
Offer services to accept/reject tender offers and update status information for carriers as needed.
Assist with customer UAT testing.
Cross-reference of carrier lists supplied by customers.
Facilitate shipper and carrier trainings ? initial and ongoing.
Launch Assistance & Support.
Call new carriers to get registered and set-up for training.
Monitor loads for new implementations, after initial go-live, to ensure that carriers are responding in timely manner.
Assist with internal testing that is requested by Development.
On-callOn-call support 1 week out of every 4.
In Addition to above:
Investigate higher level issues within the BestTransport system.
Escalate high priority or critical issues to appropriate co-workers.
Assist in expanding the knowledgebase and knowledge of Tier I co-workers.
Skills and Abilities:
Pro-active communicator and doer
Driven to hit performance targets
Multi-tasker with strong organization and prioritization skills
Driven Self Learner
Microsoft office-Word, Excel, Powerpoint
Microsoft Internet Explorer
2-3 years Call center/Customer Service experience mandatory (3-5 years preferred).
Technical background required.
QA testing experience preferred.
||400 West Wilson Bridge Road |
Columbus, OH 43085