Technical Customer Support Representative - Level 1 (Night Shift)

About Route4Me, Inc

Route4Me, www.route4me.com, is an American multinational technology company specializing in optimization software for logistics-intensive businesses. Route4Me has offices in Northern New Jersey and Florida. Our team operates as a distributed global team to support customer needs.

Route4Me is the first route optimization company to have over 2,000,000 mobile app downloads and over 36,000 customers actively use it to help drive value in the world’s most operationally efficient companies.

Our company has eliminated billions of inefficient miles driven, the equivalent of planting over 13,000,000 trees. By reducing waste, customers can stay in business, grow, have higher profits, and pay owners and team members more money.

About the Role

Route4Me seeks an experienced candidate to work with customers to understand and solve technical concerns raised through various channels, including live chats, phone calls, or email inquiries. The successful candidate will assist customers through information sharing, bug-testing, and gaining an understanding of customer’s needs.

Night Shift Hours

7:00 pm EST to 3:00 am EST

Responsibilities include:

• Responding to customers promptly (pre-set requirements of time) and within given processes
• Determine a customer’s needs through an understanding of their business use case
• Provide fact-based options to solve customers’ needs
• Achieve and maintain required performance levels
• Manage special projects as assigned by management to meet customer and cross-functional team needs
• Act as an escalation point and advocate for critical customer issues
• Accurately document customer concerns to assist with efficient resolution
• Attend monthly/quarterly performance reviews and strategy meetings

Qualification & Skills

• Active listening
• Have a solution-based approach to problem-solving
• Ability to build credibility through action and responsiveness, resulting in the perception that no matter what the issue, you are the customer’s go-to champion within Route4Me
• Can-do attitude with dedication
• Be able to pivot as business needs arise quickly
• Ability to work independently as well as part of a team
• Be an advocate for your customers and your team
• Have a working knowledge of the SAAS business segment
• Understanding and being able to explain platform functionality to customers and team members
• Have a strong technical background and ability to understand complex sequences
• CRM experience preferred

Requirements

• High School Diploma or equivalent
• Experience working with spreadsheets
• Ability to work flexible hours, including evenings and weekends
• High-speed fiber or cable internet connection
• Secure and distraction-free work area

Job Type: Full-time

Pay: $20.00-$24.00 per hour

Expected hours: 40 – 56 per week

Benefits:

• Paid time off
• Work from home

Schedule:

• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Bonus pay

Work Location: Remote