Tier 2 Customer Support

Think about your last trip to a grocery store. Almost everything you see was moved on a truck. Within 4 days time, if trucks stopped moving, your grocery store would be empty. The transportation network is critical to our economy, and the Tier 2 Customer Support role is a key to AtoB’s success.

As a Tier 2 Customer Support agent, you will use your expertise to resolve issues, clear roadblocks, and proactively identify developing incidents in order to keep fleets moving. Your primary responsibility is to build trust by engaging with our carriers, ensuring their successful adoption and continued satisfaction with our products and services. This role requires a proactive and carrier-centric approach, with a focus on both outbound calling during special projects and process/SOP development which others can follow.

Key responsibilities:

• Managing a daily queue with the group

• Outbound calls to high value customers and special programs

• Working cross department to develop best practices

• Team building, so as to strengthen connections intra-deparmentally

• Maintaining a space at your home free from distraction during business hours

• Generating SOPs and Macros as we work to build out our playbooks

• Sharing knowledge, skills and best practices with the team

• Identifying areas where we can future-proof

• Keen sense of retention and advocacy

Key skills:

• Proven experience 2-4 years in a support or account management role. Big+ for financial, transportation/3PL, fleet fuel card, telematics/ELD or factoring experience. You understand the transportation world and dynamics between shippers, brokers, carriers and drivers. Further, you wish to make the lives’ our our professional fleets and professional drivers easier. 

• Superior phone work as well as written and verbal communication skills

• High level sense of prioritization

• Zendesk experience a plus

• Bilingual (Russian, Punjabi) a plus

• Highly adaptable, coachable, proactive, happy and driven.

Preferred Hours - Between 7am and 6pm during Pacific or Mountain Time (negotiable)