Tier 1 Application Support
Are you looking for a role that challenges you to provide customer service and technical product support to consumers in a team-oriented environment? We know that in order to provide delightful support it requires providing efficient listening, key-questions, and a personalized conversation. If you consider yourself to be computer/technology driven, and possess strong customer service skills then this is the role for you.
This is an in-office position located at our Midtown Campus in Phoenix, AZ.
Position Overview:
Under the direction of the Manager, Tier 1 Application Support are responsible for providing support, via phone queues and live chats to U-Haul Affiliates and end users of the computer-based systems which comprise the WebSelfStorage Application. The ideal candidate must be extremely customer-focused, technically savvy, analytical, and data-oriented, composed under pressure, and able to creatively problem-solve issues while maintaining positive communication at all times.
Responsibilities:
Provide support to U-Haul affiliates and end users regarding questions and/or problems concerning the WebSelfStorage application.
Have a comprehensive understanding of the WebSelfStorage application and know how to identify when WebSelfStorage is/is not functioning correctly.
Educate U-Haul affiliates concerning the WebSelfStorage application.
Develop an understanding of affiliates, their business model, and their workflows.
Focus on the client’s experience with the Web Self Storage Application.
Responsible for various special duties as assigned as well as basic functions of telephone and chat support.
Responsible for troubleshooting and resolution with full documentation and escalation as applicable.
Maintain detailed and up-to-date notes on all affiliate tickets
Remain even-tempered and diffuse difficult situations with upset customers.
Ability to sit or stand at a personal computer for up to 8 hours a day, typing and reading.
Requirements:
At least 1 to 2 years of technical support or call center experience related to area of assignment; OR any satisfactory equivalent combination of education, training, and/or experience relevant to the position preferred.
Experience in customer service and have a positive attitude toward helping business affiliates.
Ability to multi-task.
Excellent verbal and written communication skills.
Appropriate professionalism and demeanor, including phone and chat etiquette.
Ability to type quickly and articulate information clearly.
Typing speed minimum of 30 wpm.
Ability to follow instructions.
Basic understanding of computer software and an ability to troubleshoot problems.
Mental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt to and stay alert in a business environment, and to use independent judgment to accomplish results.
Flexibility to work multiple shifts including weekends and rotating holidays. (Closed Christmas day)
Hours of Operation:
Monday - Friday (6:00AM - 5:00PM)
Saturday (7:00AM - 3:00PM)
Sunday (6:00AM - 1:00PM)
Candidates must be flexible with their availability to work within these hours.
U-Haul offers:
?Paid on-the-job training
Full Medical coverage
Prescription plans
Dental & Vision Plans
New indoor fitness gym
Gym Reimbursement Program
Registered Dietitian Program
Weight Watchers
Onsite medical clinic for you and your family
Career stability
Opportunities for advancement
Tuition reimbursement program
Free online courses for personal and professional development at U-Haul University®
Business and travel insurance
You Matter Employee Assistance Program
Paid holidays, vacation, and sick days
Employee Stock Ownership Plan (ESOP)
401(k) Savings Plan
Life insurance
Critical Illness/Group Accident
24-hour physician available for kids
Subsidized gym/ membership
MetLaw Legal program
MetLife auto and home insurance
Mindset App Program
50%Discounts on cell phone plans, hotels, and more
LifeLock identity Theft
Savvy consumer wellness programs- from health care tips to financial wellness
Dave Ramsey’s SmartDollar Program
U-Haul federal credit union
Wellness Program
U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.