Technical Operations Support Specialist - Belton, MO

Job Objective

As a Technical Operations Specialist, you will play a crucial role in managing customer interactions and resolving technical issues related to our automated gate & intermodal solutions. You will provide timely assistance, process transactions, and ensure that our customers receive the highest level of service. This position requires strong technical skills, excellent communication abilities, and a commitment to customer satisfaction.

At the 90-day mark, the role will be evaluated based on business needs and individual contributions, with the possibility of extension or transition.

Duties & Responsibilities

 Customer Support:

- Handle inbound and outbound customer communications via phone, email, and chat regarding automated gate systems. 

- Assist customers with troubleshooting and resolving issues related to automated gate operations and other intermodal solutions. 

- Process and manage intermodal transactions efficiently, ensuring accuracy and timely execution. 

- Address and resolve customer complaints and inquiries, escalating complex issues to technical support when necessary.

Technical Assistance:  

 - Provide guidance and support to customers on the proper use and maintenance of automated gate systems.

- Perform basic technical diagnostics and support for gate systems, including troubleshooting and system checks.

- Document and report technical issues and system performance metrics to helpdesk and management.

   Order Processing and Documentation:

- Manage customer orders, including tracking, processing, and ensuring accurate fulfillment.

- Maintain detailed records of customer interactions, transactions, and feedback in the system.

- Generate and review shift and daily reports, utilizing data to improve service quality and efficiency.

Safety and Compliance: 

- Adhere to company safety protocols and guidelines, ensuring a safe remote work environment.

- Participate in safety briefings and training as required, staying up to date with company policies and procedures.

Continuous Improvement:

- Contribute to initiatives aimed at enhancing customer satisfaction and service quality.

- Provide feedback on system performance and customer service processes to support ongoing improvements.

Required Skills & Qualifications

- 2+ years of experience in customer service or technical support, preferably related to automated systems or technology.

- Proficiency in Microsoft Office 365 and CRM software.

- Strong verbal and written communication skills, with the ability to explain technical information clearly.

- Ability to work independently and manage multiple tasks in a remote work setting.

- Flexibility to adapt to non-standard hours, including nights and weekends as needed.

Education & Experience

- High School diploma or equivalent.

- 2+ years of experience in customer service or technical support, preferably related to automated systems or technology.

- Proficiency in Microsoft Office 365 and CRM software. 

- Strong verbal and written communication skills, with the ability to explain technical information clearly.

- Ability to work independently and manage multiple tasks in a remote work setting.

- Flexibility to adapt to non-standard hours, including nights and weekends as needed.

Job Type: Full-time

- Full-time and part-time positions are available with flexible scheduling. 

- Some shifts may require coverage outside of standard business hours, including nights and weekends.

Benefits:

- Competitive compensation 

- Health and wellness benefits

- Opportunities for professional development

- Supportive team environment