Troubleshoot errors and issues with job builds cross-functionally with Account Management and Project Management Teams and system issues with Product Development Team. Monitor and resolve help tickets that come into Zendesk (Agent Relationship Management Platform).
Numbers & Facts
Location
Fayetteville, North Carolina
Description
ESSENTIAL DUTIES AND KEY RESPONSIBILITIES
Provide best-in-class service and hospitality for Agents in the Field
Monitor and resolve help tickets that come into Zendesk (Agent Relationship Management Platform)
Engage in cross-functional incident management and feedback loops
Troubleshoot errors and issues with job builds cross-functionally with Account Management and Project Management Teams and system issues with Product Development Team
Troubleshoot reported app issues, escalating to Product Management Team accordingly
Practice empathy and servant leadership with all communication (internal and external)
Serve as subject matter expert on Storesight support systems and processes to assist the team
Respond to Agent chat, text, and phone requests via Zendesk (When required)
Deliver with excellence in all team and Agent communications and interaction
KEY SKILLS AND QUALIFICATIONS
Customer Service Driven
Proactive
Collaborative
Detail-Oriented
Problem Solver
Servant-Hearted
High Emotional Intelligence
Empathetic
Community-Building
Proven ability to manage multiple projects simultaneously.
Strong business writing and communication skills.
Demonstrated capability to deliver high-quality work in a fast-paced environment.
Experience in service industries, Storesight, CPG, or retail sectors is highly preferred