Job Description

Respond to contact from customers and resellers, via phone, email and electronic incident submission. Effectively interact with customers of all ability levels to understand the customers request, good communication skillset and rapidly assess severity level. Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate BluJay personnel using approved business processes. Provides timely updates to the customer, coworkers, and management on the status of outstanding issues. Maintain status of issues in the call-tracking system and performs appropriate follow-up on escalated issues. Documents complex issue resolutions for both the customer and internal reference, following the appropriate support process. Serves as a subject matter expert (SME) and reviewer in the development of documentation and training materials. Assists senior team members with complex issues to gain experience and exposure to more advanced problems. Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development. Contribute, review and maintain knowledge base content on an ongoing basis. Other Responsibilities: Performs other duties as needed Participates non-compensated 24x7 call rotation Required Skills/Experience: Demonstrated successful customer service experience with the ability to manage moderate to complex customer issues with calm, comfort, and ease Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customer Ability to take ownership of moderate issues/assignments and follow through to completion Demonstrates aptitude to prioritize and handle multiple issues simultaneously Effective oral and written communication skills Strong attention to detail and accuracy Ability to work independently in a fast-paced technical environment Ability to function and contribute to team environment Effective time management and project management skills Must be willing to work flexible hours Familiarity with shipping automation software, the transportation industry, or custom brokerage is a plus Minimum of 2 years experience working in a technical support environment Associate degree or completion of technical college, with computer science focus, is preferred Technologies for the Enterprise Products: Microsoft Operating Systems Microsoft Office Suite Internet and networking technologies Web Servers (Apache or IIS) Databases and database management systems (SQL, MySQL, Oracle) Familiarity with a programming language (VB or C++) and ASP or PHP-based web programming Physical Requirements: General office environment and responsibilities requiring keyboarding, sitting, standing, walking, and lifting objects up to 15 pounds. Qualifications Skills Associates or better in Computer Science or related field. Technical/other training or better in Computer Science or related field. Experience working in a technical support environment You are using an unsupported browser. To use this site, please use a supported browser.

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