Support Rep - Remote

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About DAT

DAT is a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 43 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 226 million freight posts in 2020, and a database of $126 billion of annual global shipment market transaction data. We have co-headquarters in Portland, OR and Denver, CO, and additional offices in MO, TX, and Bangalore, India. For additional information, see www.DAT.com/company.

The Opportunity

DAT is seeking an Enterprise Support Representative to join our award-winning customer service team.

This fully remote, work from home opportunity, is open to applicants who are full time residents of the following states:

AK, AL, AR, AZ, CA, CO, CT, DC, FL, GA, HI, ID, IL, IN, KS, KY, LA, MA, ME, MT, MO, NC, ND, NE, NH, NJ, NM, NY, OK, OR, PA, RI, TN, TX, UT, VT, WA, WI, WV.

Summary

As an Enterprise Support Rep, you will be working in a customer-facing organization providing service, support and expertise  to DAT Solutions customers with a focus on providing VIP service to our Enterprise customers. The Enterprise Support Account Manager is responsible for assuring customer satisfaction on the delivery of all DAT Solutions products and services by making outbound calls and handling inbound calls and emails from a queue.  They also deliver formal and informal training via phone, webinars, and in a classroom setting.  Agents are responsible for building product and industry expertise for our enterprise customers by sharing information on a regular basis.

Essential Duties and Responsibilities include but are not limited to the following:

Primary

  • Proactively retains customers by making outbound calls to identify revenue opportunities, updating account information, educating customers and gathering product and service feedback. All of this is done to help customers achieve business goals using DAT products and services.
  • Demonstrates professionalism, drive/initiative, and promotes excellence and quality service.
  • Required to own every problem received and exercise good judgment in area of escalation and resolution. Follow up and monitor open issue as needed
  • Ensures accounts have proper documentation on account structure
  • Escalates and coordinates problems and resolution with DAT Solutions Product Managers and/or Sales Representative
  • Deliver excellent customer service, product support, and customer training to Enterprise accounts
  • Respond to open issues and functions as a technical advisor for enterprise accounts supported products.
  • Identification of potential sales opportunities.
  • Takes Enterprise account escalations from Customer Support and Level 1 enterprise agents.
  • Proactively monitor and resolve/escalate potential system issue usually in results of generated system errors.
  • Responsible for the setup of Enterprise accounts and their agents.
  • Liaison to research and resolve Enterprise account billing issues.
  • Provides assistance to the Enterprise account sales team.
  • Generates reports as needed by customer request or Enterprise sales request
  • Participate in pre-release testing of DAT Solutions’ products and provides productive input to QA and engineering as to how product quality and customer satisfaction can be improved.
  • Manage customer information
  • Manages open issues and workload on a daily basis.
  • Produces consistently high quality work while maintaining excellent documentation of work completed.
  • Assist product managers and engineering staff with product development by relaying customer problems, concerns and requests.
  • Adhere to DAT Solutions and Customer Support management established business rules.
  • Meet performance metrics, which include utilization rate, monitoring, phone time.
  • Perform customer training in a variety ways such as one on one phone training, webinars, go-to meetings and onsite customer training.
  • Ability to present for a variety of audiences for both internally and externally from an agent level to executive leadership teams.
  • Monitors team workload and assists when needed.
  • Other duties may be assigned as DAT Solutions business and department requirements are adjusted.

Secondary

  • Provides telephone, online chat, and email support for DAT Solutions products.
  • Delivers Customer Service, Product Support, and Customer Training.
  • Respond to help ticket issues and functions as a technical advisor for DAT Solutions supported products.
  • Coaches front line support representatives.
  • Respond and resolve billing inquiries.
  • Provide Load Posting and Searching capabilities

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Performance Skills/Competencies

  • Highly self motivated and directed
  • Ability to effectively prioritize and execute tasks in a high-pressured environment.
  • Possess good interpersonal skills, establishing rapport and working well with others.
  • Ability to multitask, shifting back and forth effectively among multiple activities.
  • Excellent verbal and written communication skills; ability to speak clearly and concisely conveying information to others.
  • Ability to present to a variety of audiences either by phone,via go-to meeting/webinars or in person.

Technical Skills/Competencies

  • Understanding of FTP Interface and other integrations.
  • Intermediate Technical Skills and Troubleshooting Methodology.
  • Typing Skills

National/Key Account Skills

  • Must be meeting or exceeding the expectations of the Enterprise Account Rep I.
  • Possess a working knowledge of how each Enterprise Account is different.
  • Advanced DAT Solutions Product Knowledge (includes the ability to activate, train, and support all DAT Solutions products and services including Ontime and Onboard)
  • Advanced Customer Service skill and the ability to deliver service with a high degree of professionalism
  • Exceptional telephone skills
  • Advanced computer skills including Internet navigation skills; specifically the ability to use email and a web browser to locate, retrieve and process information in an accurate and efficient manner.
  • Well versed with google documents
  • Excellent written and verbal communication skills.
  • Time management and organizational skills.
  • Listening Skills
  • Interpersonal Skills
  • Understands the value brought to DAT Solutions by Enterprise Accounts.
  • Alert, personable, with a professional appearance

Education

High school diploma, some college preferred.

Experience

3+ years Technical Support experience. Network+ Certification. Previous experience in a call center environment preferred but not required.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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Location

We're in a brand new LEED Gold building at the entrance to the DTC. Floor-to-ceiling glass, breathtaking views. Check it out at 50fiftydtc.com.

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