Tier 2 Customer Support

Think about your last trip to a grocery store. Almost everything you see was moved on a truck. Within 4 days time, if trucks stopped moving, your grocery store would be empty. The transportation network is critical to our economy, and the Tier 2 Customer Support role is a key to AtoB’s success. As a Tier 2 Customer Support agent, you will use your expertise to resolve issues, clear roadblocks, and proactively identify developing incidents in order to keep fleets moving. Your primary responsibility is to build trust by engaging with our carriers, ensuring their successful adoption and continued satisfaction with our products and services. This role requires a proactive and carrier-centric approach, with a focus on both outbound calling during special projects and process/SOP development which others can follow. Key responsibilities: Daily queue management in Zendesk along with escalations in Slack We need phone warriors who can identify cases that will end up as multiple emails but can could be resolved with a single outbound call No silos here, strong communication needed to work across departments for resolutions and to develop best practices Openness to team building, so as to strengthen connections intra-deparmentally Separation of home life and work life by maintaining a space free from distraction during business hours Writing skills to help generate SOPs and Macros as we work to build out our playbooks Team work makes the dream work; strong communication skills to share your knowledge, skills and best practices with the team Future mindedness; help identify areas where we can future-proof Keen sense of retention and customer advocacy Key skills: Proven experience 2-4 years in a support or account management role. Big+ for financial, transportation/3PL, fleet fuel card, telematics/ELD or factoring experience. You understand the transportation world and dynamics between shippers, brokers, carriers and drivers. Further, you wish to make the lives’ our our professional fleets and professional drivers easier. Superior phone work as well as written and verbal communication skills High level sense of prioritization Zendesk experience 1-2 years or more Zendesk ops experience (reporting, dashboards, triggers, etc) a plus Bilingual (Russian, French) a plus Highly adaptable, coachable, proactive, happy and driven. Location: Remote - United States and Canada Preferred Hours - Between 7am and 6pm during Pacific or Mountain Time (negotiable)