Customer Success Associate- Technical Support

Super Dispatch

Kansas City, KS, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/02/2021
  • Website: superdispatch.com
  • Company Address: 500 Delaware Street, Kansas City, MO, 64105

About Super Dispatch

Super Dispatch's #1 rated App and TMS has revolutionized the car hauling industry through cutting edge technology and a platform tailored to the unique needs of car haulers. We enable operational efficiency by significantly reducing the amount of time and money it takes to complete the vehicle shipping process. Thousands of Carriers using Super Dispatch are getting paid faster, eliminating paperwork and streamlining every aspect of their car hauling operation in a fraction of the time it took before.

Job Description

Mission:

The Customer Success Associate- Technical Support person will be responsible for providing a positive experience to our carrier and shipper customers and contributing to the overall revenue growth of the company by working to resolve technical issues that arise in the product. This position will work with brokers, shippers, and carriers – ensuring a smooth flow of pickup, transit, and delivery for all vehicles on the platform.

Outcomes/Core Responsibilities:

  • Respond promptly and professionally to incoming customer support requests via chat, phone, or email
  • Translating customer needs into actionable insights and data for the Product & Engineering teams
  • Work closely with the Engineering team to deliver fixes and communicate improvements to customers
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
  • Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
  • Assist customers by demonstrating the use of our software and answering any questions that may arise
  • Participate in training opportunities and/or professional development initiatives offered by the company
  • Establish and maintain good rapport with customers by using positive language and anticipating their needs
  • Creating positive relationships with our customers
  • Engage and collaborate with the Support/Success teams to problem solve and establish team guidelines
  • Document processes and contribute to the archive of Super Dispatch Help Articles

Competencies:

  • A passion to help those in need – excellence in Customer Service!
  • Strong telephone and computer skills – familiarity with operating systems, web browsers, smartphones/mobile apps, and general computer knowledge
  • Ability to perform basic testing/troubleshooting of routine customer issues that are technical in nature
  • Ability to multi-task and adapt to changes quickly
  • Strong desire to help and ability to take ownership of projects
  • Curious, with a desire to always learn more, including strong problem solving skills
  • Ability to collaborate effectively with other team members, as well as work independently with minimal supervision
  • Dependable and flexible to rotate shifts, as needed
  • Must be trustworthy, honest and dependable
  • Ability to multi task with attention to detail
  • Analytical mindset with diagnostic experience (of any kind)

Bonus Points For:

  • Spanish and/or Russian speaking
  • Knowledge of team tools like Intercom/Slack/Trello/Salesforce/Notion/Jira etc.
  • IT Training/experience and/or software engineering
  • Knowledge of Quickbooks
  • Kansas City based (Company headquarters is in KC, MO)

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.