What are the responsibilities and job description for the Technical Operations Support Specialist position at NASCENT Technology, LLC?
Primary Responsibilities
Customer Support (3rd Shift Coverage):
- Provide overnight support to customers via phone, email, and chat, ensuring prompt assistance with system-related concerns.
- Log and escalate unresolved technical issues for follow-up, ensuring minimal disruption to operations.
- Handle inbound and outbound customer communications via phone, email, and chat regarding automated gate systems.
- Assist customers with troubleshooting and resolving issues related to automated gate operations and other intermodal solutions.
- Process and manage intermodal transactions efficiently, ensuring accuracy and timely execution.
- Address and resolve customer complaints and inquiries, escalating complex issues to technical support when necessary.
System and Technical Assistance:
- Provide guidance and support to customers on the proper use and maintenance of automated gate systems.
- Perform basic technical diagnostics and support for gate systems, including troubleshooting and system checks.
- Document and report technical issues and system performance metrics to helpdesk and management.
Order Processing and Documentation:
- Manage customer orders, including tracking, processing, and ensuring accurate fulfillment.
- Maintain detailed records of customer interactions, transactions, and feedback in the system.
- Generate and review shift and daily reports, utilizing data to improve service quality and efficiency.
Safety and Compliance:
- Adhere to company safety protocols and guidelines, ensuring a safe remote work environment.
- Participate in safety briefings and training as required, staying up to date with company policies and procedures.
Continuous Improvement:
- Contribute to initiatives aimed at enhancing customer satisfaction and service quality.
- Provide feedback on system performance and customer service processes to support ongoing improvements.
Required Skills & Qualifications
-2 years of experience in customer service or technical support, preferably related to automated systems or technology.
- Proficiency in Microsoft Office 365 and CRM software, and other enterprise software systems.
- Strong verbal and written communication skills, with the ability to explain technical information clearly.
- Ability to work independently and manage multiple tasks in a remote work setting.
- Ability to work the night shift, including weekends as needed.
Education & Experience
· High School diploma or equivalent.
· - 2 years of experience in customer service or technical support, preferably related to automated systems or technology.
· - Proficiency in Microsoft Office 365 and CRM software.
· - Strong verbal and written communication skills, with the ability to explain technical information clearly.
· - Ability to work independently and manage multiple tasks in a remote work setting.
· - Flexibility to adapt to non-standard hours, including nights and weekends as needed.
Job Type: Full-time
- 3rd Shift Only: Overnight hours; may include weekends
- Full-time position; based on-site at Logistics Park, Kansas City, KS
Benefits:
- Competitive compensation
- Health and wellness benefits
- Opportunities for professional development
- Supportive team environment
Job Type: Full-time
Pay: $20.00 - $26.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Night shift
Experience:
- Customer Service: 2 years (Required)
License/Certification:
- Driver's License (Required)
Shift availability:
- Overnight Shift (Required)
Ability to Commute:
- Edgerton, KS 66021 (Required)
Work Location: In person
Salary : $20 - $26