Technical Operations Specialist - San Bern

Job Description

Job Description

About Us:

We are a premier provider of cutting-edge intermodal solutions, dedicated to delivering exceptional customer support and ensuring the optimal performance of our gate systems. Our team thrives on innovation, safety, and integrity, and we are looking for a motivated Remote Customer Service Clerk to join us in supporting our intermodal terminal operations and automated gate systems.

Job Overview:

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.

 

Key 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.

- 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.

 

Qualifications:

Required:

- 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.

 

Preferred:

- Associate degree in a related field or equivalent technical certifications.

- Experience in a customer service or technical support role within the automated systems or intermodal industry.

- Knowledge of automated gate systems and troubleshooting procedures.

 

Work Environment:

- The position involves extended periods of computer use and communication via digital platforms.

 

Hours & Shift:

5 PM - 5 AM