What are the responsibilities and job description for the Tier 1 Application Support position at U-Haul?
Are you looking for a role that challenges you to provide customer service and technical product support to consumers in a team-oriented environment? We know that in order to provide delightful support it requires providing efficient listening, key-questions, and a personalized conversation. If you consider yourself to be computer/technology driven, and possess strong customer service skills then this is the role for you.
Position Overview
Under the direction of the Storage Support Manager, Tier 1 Application Support are responsible for providing support, via phone queues and live chats to U-Haul Affiliates and end users of the computer-based systems which comprise the WebSelfStorage Application. The ideal candidate must be extremely customer-focused, technically savvy, analytical, and data-oriented, composed under pressure, and able to creatively problem-solve issues while maintaining positive communication at all times.
This is an in-office position located at our Midtown Campus in Phoenix, AZ.
Responsibilities
Position Overview
Under the direction of the Storage Support Manager, Tier 1 Application Support are responsible for providing support, via phone queues and live chats to U-Haul Affiliates and end users of the computer-based systems which comprise the WebSelfStorage Application. The ideal candidate must be extremely customer-focused, technically savvy, analytical, and data-oriented, composed under pressure, and able to creatively problem-solve issues while maintaining positive communication at all times.
This is an in-office position located at our Midtown Campus in Phoenix, AZ.
Responsibilities
- Provide support to U-Haul affiliates and end users regarding questions and/or problems concerning the WebSelfStorage application.
- Have a comprehensive understanding of the WebSelfStorage application and know how to identify when WebSelfStorage is/is not functioning correctly.
- Educate U-Haul affiliates concerning the WebSelfStorage application.
- Develop an understanding of affiliates, their business model, and their workflows.
- Focus on the client’s experience with the Web Self Storage Application.
- Responsible for various special duties as assigned as well as basic functions of telephone and chat support.
- Responsible for troubleshooting and resolution with full documentation and escalation as applicable.
- Maintain detailed and up-to-date notes on all affiliate tickets.
- Remain even-tempered and diffuse difficult situations with upset customers.
- Ability to sit or stand at a personal computer for up to 8 hours a day, typing and reading.
- At least 1 to 2 years of technical support or call center experience related to area of assignment; OR any satisfactory equivalent combination of education, training, and/or experience relevant to the position preferred.
- Experience in customer service and have a positive attitude toward helping business affiliates.
- Ability to multi-task.
- Excellent verbal and written communication skills.
- Appropriate professionalism and demeanor, including phone and chat etiquette.
- Ability to type quickly and articulate information clearly.
- Typing speed minimum of 30 wpm.
- Ability to follow instructions.
- Basic understanding of computer software and an ability to troubleshoot problems.
- Mental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt to and stay alert in a business environment, and to use independent judgment to accomplish results.
- Flexibility to work multiple shifts including weekends and rotating holidays. (Closed Christmas day)
- Monday - Friday (6:00AM - 5:00PM)
- Saturday (7:00AM - 3:00PM)
- Sunday (6:00AM - 1:00PM)
- Candidates must be flexible with their availability to work within these hours.
- Paid on-the-job training
- Full Medical coverage
- Prescription plans
- Dental & Vision Plans
- New indoor fitness gym
- Gym Reimbursement Program
- Registered Dietitian Program
- Weight Watchers
- Onsite medical clinic for you and your family
- Career stability
- Opportunities for advancement
- Tuition reimbursement program
- Free online courses for personal and professional development at U-Haul University®
- Business and travel insurance
- You Matter Employee Assistance Program
- Paid holidays, vacation, and sick days
- Employee Stock Ownership Plan (ESOP)
- 401(k) Savings Plan
- Life insurance
- Critical Illness/Group Accident
- 24-hour physician available for kids
- Subsidized gym/ membership
- MetLaw Legal program
- MetLife auto and home insurance
- Mindset App Program
- 50%Discounts on cell phone plans, hotels, and more
- LifeLock identity Theft
- Savvy consumer wellness programs- from health care tips to financial wellness
- Dave Ramsey’s SmartDollar Program
- U-Haul federal credit union
- Wellness Program