Job Title: Customer Service Associate

Department: Operations

Reports To: Customer Experience Manager

Seniority Level: Entry-Level

Employment Type: Full-time

Summary:

Konexial is currently seeking dedicated professionals to join our Customer Support division. As a Customer Support Associate, you will be instrumental in maintaining our commitment to service excellence by supporting our expanding suite of transportation solutions. This role requires sophisticated communication skills and the ability to effectively manage complex requests from a diverse clientele, including commercial transportation providers and private fleet operators. The successful candidate will facilitate technical troubleshooting, documentation, and account resolution across multiple platforms. We seek individuals with professional experience in the transportation sector and/or contact center environments who can deliver an exceptional service experience to our stakeholders.

Your future job:

• Help customers with a wide range of general inquiries on product and/or account issues and questions
• Solve customer issues and escalations about Konexial products and services
• Experience in multi-channel servicing including excellent phone skills and good writing skills for web, email, and text requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Complete support tickets for issues that require technical support or development team assistance
• Provide excellent customer service and take ownership throughout the service cycle from initial request to final close out of the support request
• Model and champion Konexial’s cultural principles as we scale

Minimum requirements for the role:

• 1-3 years of experience in a customer-facing role within a contact center environment
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing multiple cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Pipedrive, ServiceCloud)
• Proficient with macOS and both Apple and Android mobile devices for app usage
• Solutions-oriented with strong problem solving skills
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: laymen, executives, product leadership, day-to-day users of our products
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Diplomacy, tact, and poise under pressure when working through customer issues

An ideal candidate also has:

• Strong ability to actively listen and ask follow-up questions to drive customer success
• Ability to verbally guide customers to solutions in both app and web based applications
• Thrive in an unstructured, fast-paced, and change-heavy environment
• Ability to work flexible hours when needed (nights and weekends) - Team works together to cover during vacation, absence, etc.
• Experience supporting service requests in billing, RMA, cancellations, and renewals
• Experience supporting telematics systems, ELDs, and hours of service compliance is a plus

To Land the Job You’ll Need…

• Maintains a professional demeanor and composure under challenging circumstances
• Demonstrates superior verbal and written communication proficiency with meticulous
• attention to detail
• Possesses strong analytical capabilities and investigative research skills
• Ability to work independently, coupled with keen awareness of customer satisfaction ques
• Excellent analytical, problem-solving and decision-making skills
• Ability to work well in a team environment
• Onboard, train and work within our Knoxville, TN Headquarters

Extra Awesome (Not Required):

• Fluent in a foreign language (We’re growing!)
• A degree in whatever. We’re Serious! Supply Chain/Logistics, or Business preferred.

Some of the Perks:

• Enterprise software company ready for transformational growth
• Competitive wages
• Peer-driven training and ongoing support

This job is located in Knoxville, TN. Relocation assistance is not available, but anyone is welcome to apply. Konexial does not sponsor employment visas. Recruiters, please do not respond to this posting. Konexial is an Equal Opportunity Employer.

Company Description

Konexial is not your typical software company. With a mission to debunk the traditional methods of transportation software development, we have created a solution that makes the big players in enterprise software curse our name. Our comprehensive platform provides an alternative for everyone who has lived the nightmare of failed implementations, broken promises, and clunky software. Our approach to service is unique, as we focus on making superb software that’s easy to use, serving customers with a high sense or urgency and driving long-term value with constant, continual improvement.

Fellow adventure seekers: Embrace your desire to be different and join us in our quest for simplicity. As crazy as it might sound, we have a deep and abiding passion for taking the complexity our clients face every day and breaking it down to the simplest possible solution. To learn more about Konexial’s software please visit us at www.Konexial.com.