Client Services Representative- Night Shift (8pm-7am CST)
About the position Client service is a core value at Rosnet, and the Client Services (CS) Representative plays a vital role in delivering timely and accurate support to Rosnet users. This role requires deep software product knowledge and an understanding of how clients use Rosnet’s solutions to enhance their restaurant operations. Engaging with clients via phone calls and issue tickets, the CS Representative works toward effective resolutions while ensuring a positive customer experience. The Representative will use their knowledge of how various software applications and services work together to develop mastery in understanding data flow and how it serves Rosnet’s clients. Success in this role requires curiosity, a strong desire to learn and grow, and excellent attention to detail in maintaining organized and thorough records. Rosnet Support is available 24/7/365: The NIGHT SHIFT schedule would include four 12 hour days: 8pm CST - 7am CST Our night shift is essential to our 24/7/365 client support, and is a great fit for those whose schedules may not fit with a typical 8am-5pm schedule: Four-day work week Ability to work remotely full time Working hours are opposite of many other professions (medical, automotive, etc.), which gives flexibility in scheduling personal appointments during daytime hours. Opportunities to own and/or help advance team initiatives and projects during slower client support times Responsibilities • Be the face of Rosnet for users and contribute to exceptional client service standards. • Positively engage with client users to resolve issues via phone, email, and other communication channels. • Maintain detailed and clear case notes, providing client-facing updates within a ticket management system (Zendesk). • Troubleshoot, diagnose, and resolve client issues using proprietary Rosnet software and incoming data sources from clients and third parties. • Proactively monitor, log, and address internal system alerts. • Assist in achieving team productivity and efficiency initiatives. • Participate in and contribute to team meetings and training sessions. • Maintain a working knowledge of computer software, operating systems, and browsers. • Develop a basic understanding of Android and iOS operating systems and mobile devices. • Develop basic networking knowledge. Requirements • Ability to learn, navigate, and configure software in a production environment. • Intermediate to advanced digital literacy, or “tech-savviness”. • Working knowledge of Microsoft Office suite. • Rosnet Support is available 24/7/365: The NIGHT SHIFT schedule would include four 12 hour days: 8pm CST - 7am CST • Strong verbal and written communication skills. • Ability to multitask and manage multiple priorities. • Effective time management skills. • Attention to detail. • Ability to work independently and as part of a team. Nice-to-haves • Previous restaurant industry knowledge is a plus. • Previous software as a service (SaaS) experience is a plus. Benefits • Rosnet offers very competitive base salaries. • We also offer health, dental and vision insurance. • The company matches up to 4% of your earnings deposited into your 401(k)-retirement plan. • Everyone needs to recharge their batteries, so we offer two weeks of paid vacation along with five paid time off days per year. • We want you to stay healthy, so we offer gym membership discounts. Apply tot his job