Customer Support Administrator - Hybrid at 365 Retail Markets

Troy, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

42000.0

Posted On

13 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

User Support, Case Management, Zendesk, Credit Card Refunds, Problem Tracking, Communication, Organizational Skills, Interpersonal Skills, Detail-Oriented, Self-Motivated, Time Management, Technical Expertise

Industry

Software Development

Description

Description 365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond. As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers. This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. You will play a key role in ensuring that our clients receive a consistent and exceptionally positive experience at all times. Your primary role will focus on maintaining uninterrupted, optimal performance of the 365 product suite at all times across a diverse installation base. You should enjoy tackling unobvious problems, working with time-sensitive clients of varying technical expertise, and in implementing systemic solutions that ensure localized issues are not repeated. Responsibilities Provide user support by responding to calls and/or email requests for end user support in a timely manner Manage client cases within Zendesk Process credit card refunds after verifying the situation is valid Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients Communication with other departments to ensure offline tickets receive the necessary attention Complete product updates in a thorough and timely manner ensure that duplicates not present in the backend Process access requests according to documented processes Grow your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry Other duties as assigned by Supervisor Requirements 1-2 years experience handling high-end clients and/or experience gained through education Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information Able to work independently and efficiently to meet deadlines Able to promptly answer support related email, phone calls and other electronic communications Self-motivated, detail-oriented and organized Ability to learn new technologies quickly and deal with ambiguity Hybrid scheduling - in office T & Th

Responsibilities

The primary role involves maintaining the optimal performance of the 365 product suite by responding to client support requests via calls and email in a timely manner. Responsibilities also include managing client cases in Zendesk, processing valid credit card refunds, and documenting/tracking issues for resolution.