Job Description

Job Description

Position : Customer Support Representative (Charlotte, NC)

Only Shift 11am-8pm EST M-F

Location : Charlotte, NC

Non-exempt hourly

Who we are

Company believes the world is a better place when you know where your food comes from. That’s why our ongoing mission is to create the most connected and transparent global food supply chain.

Over the last 20 years, we have built an industry-leading network of thousands of food and beverage companies - from grocers and restaurants to growers and manufacturers.

Our SaaS solutions manage the complexities of the food supply chain, reduce food waste, and bring consumers closer to their food source.

As a fast growing, ambitious company we seek talented professionals and promise to provide the opportunity to join us in our growth.

We are an equal-opportunity employer offering competitive salaries and comprehensive employee benefits. As a Customer Support Representative you will play a vital role in assisting our customers, including buyers, sellers, and logistics companies, to navigate and optimize our solutions.

This position offers a unique opportunity for growth and visibility within our company, providing a chance to quickly build expertise in iTradeNetwork and the intricacies of the food and beverage supply chain.

We are seeking a dedicated and enthusiastic individual to be the frontline ambassador for our brand, assisting customers with inquiries, providing solutions, and ensuring their satisfaction.

Responsibilities

Engage with customers via various communication channels, including phone, email, and live chat.

Assist customers in resolving product-related inquiries, technical issues, and general concerns.

Provide information about our products, services, and policies in a clear and friendly manner.

Empower customers by providing clear and concise explanations of technical concepts and solutions.

Identify and troubleshoot customer issues, escalating complex problems to the appropriate teams when necessary

Work collaboratively with cross-functional teams to ensure prompt resolution of customer concerns.

Develop and maintain a deep understanding of our products and services.

Maintain accurate and detailed records of customer interactions and technical issues using our ticketing and knowledge base systems.

Contribute to the development and enhancement of customer support documentation.

Gather and relay customer feedback to internal teams to contribute to the improvement of products and services

Provide insights into common customer issues to help enhance overall customer satisfaction.

Actively seek opportunities for personal and professional development to enhance technical knowledge and customer service skills

• Manage all tickets assigned in a timely manner and according to our Case Management and Service Level Expectations
• Maintain 90% or above Customer Satisfaction Ratings Qualifications

Strong customer service orientation with a genuine desire to assist and delight customers.

Excellent communication skills, both written and verbal.

Effective problem-solving skills with the ability to think on your feet and provide timely solutions.

Patience and empathy when dealing with customer concerns.

Proven ability to handle challenging customer situations with patience and professionalism

• Ability to collaborate with internal teams to address customer inquiries and improve overall customer satisfaction
• Ability to adapt to changing priorities and customer needs in a fast-paced environment.

Demonstrated growth mindset and commitment to skill improvement. Education and Experience

College degree required; additional education is a plus

1 year previous experience in a customer service or technical support role; preferable in a call center environment.

Experience utilizing a ticketing system preferred

Experience using slack as a collaboration tool preferred

Proficient in using the 8x8 platform or similar call tracking software to provide high quality communication and support customers preferred Demonstrated expertise in the use of Google Suite.

Demonstrated expertise in seamlessly managing concurrent responsibilities, adeptly navigating between phone calls and live chat interactions.

What We Offer

Competitive compensation and benefits package.

Opportunities for professional development and growth.

A positive and inclusive work environment. If you are passionate about delivering excellent customer service, resolving issues, and creating positive customer experiences, we invite you to join our team.

Apply now to be an integral part of our commitment to customer satisfaction and contribute to the success of our organization.