We are looking to add to our dynamic team a Transit Level 2 Customer Support Agent in our modern office located in Moorestown, NJ. In this role, you are the main point of contact for Transit agency customers to troubleshoot and resolve issues they experience with our equipment and back-office solution. You will provide accurate and creative solutions and escalate as necessary.
The Agent may also travel to customers and assist with installations, repair and maintenance of their equipment when other avenues are exhausted. In close collaboration with our Field Services team, they will ensure that our products and services are promoted accordingly.
What will you do?
- Provide first tier of support to our Transit agency equipment owners via live chat, email and phone channels;
- Technical troubleshooting, testing, installation, and software upgrade projects for TVM’s and related systems, including support to technicians;
- Answer and respond promptly to inbound multi-channel support requests from customers for hardware, software and back-office systems;
- Serve as Flowbird’s subject matter expert and provide training and support to new customers and technicians as needed;
- Promptly and professionally update all assigned support tickets with troubleshooting steps and resolution of any issues and parts replaced;
- Investigate, verify and isolate reported issues and causes;
- Escalate support cases that cannot be resolved;
- Manage back-office configuration of equipment and users;
- Travel to customers to provide on site assistance with installations, repairs and maintenance;
- Assist external customers with coordinating parts order including identifying correct part numbers; and
- Other projects or tasks as requested by leadership.
Who are we looking for?
We are looking for team players that possess the perfect balance of experience, education or training, skill and competency in the following areas:
- 2+ years’ experience in customer service setting with multi-channel support;
- Experience troubleshooting hardware;
- Experience with electronic vending systems and credit card processing desired;
- Experience using hand tools;
- Previous experience repairing vending machines, cash machines helpful;
- Help desk experience required (non IT help desk);
- Ability to use web-based applications and Google Suit products proficiently.
- Excellent clear and concise verbal and written communication;
- Strong problem-solving, troubleshooting methods, and research skills; and
- Curious to learn.
- Autonomous
What you can expect from us!
Our employees are offered a comprehensive benefit package after 30 days of employment. We offer medical, dental, vision; both a non contributory and contributory plan, plus affordable voluntary benefits. In addition to all of that, we offer a 401k plan with company matching contributions, the company provides a life insurance policy, short term and long term disability and generous paid time off.
EEO Statement: Flowbird provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.