Technical Operations Support Specialist - Edgerton, KS

Job Objective

As a Technical Operations Specialist, you will play a crucial role in managing customer interactions and resolving technical issues related to our automated gate & intermodal solutions. You will provide timely assistance, process transactions, and ensure that our customers receive the highest level of service. This position requires strong technical skills, excellent communication abilities, and a commitment to customer satisfaction.

At the 90-day mark, the role will be evaluated based on business needs and individual contributions, with the possibility of extension or transition.

Duties & Responsibilities

 Customer Support:

 - 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.

  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.

 - 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.

  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

- Full-time and part-time positions are available with flexible scheduling. 

- Some shifts may require coverage outside of standard business hours, including nights and weekends.

Benefits:

 - Competitive compensation 

- Health and wellness benefits

- Opportunities for professional development

- Supportive team environment