Technology Support Associate I

Summary

Join EquipmentShare as a fully remote T3 Technology Support Associate I and provide exceptional service and support to internal and external customers in a multi-channel environment. You will establish and maintain excellent working relationships with rental markets and T3 customers, facilitating support requests. This customer-facing role requires providing professional, timely, and accurate service. Key responsibilities include responding to customer inquiries via phone, chat, and email, utilizing product knowledge to troubleshoot the T3 platform, and enhancing technical knowledge through learning opportunities. The ideal candidate will possess strong organizational skills, excellent communication skills, and a passion for helping others. This position offers a competitive salary and benefits package.

Requirements

• High-school diploma at a minimum, Associates Degree or above is highly desired
• Ability to read and comprehend basic/complex communication in written or verbal sources
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure
• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional service and a positive customer experience
• Strong organizational skills with attention to detail and accuracy
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers
• Excellent verbal and written communication skills
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive
• Accept responsibility for actions when necessary and learn from mistakes
• Ability to be flexible - adapt to change in a positive manner
• Ability to work quickly and think logically, especially under pressure
• Ability to reason with difficult and/or upset customers in a courteous and professional manner
• Self-starter with an ability to acquire new skills in a proficient manner, and a strong, positive work ethic that contributes to the vision of the department and the company as a whole
• Must possess a professional yet enthusiastic and friendly demeanor
• Ability to maintain a high level of confidentiality on sensitive topics

Responsibilities

• Perform job duties in accordance with EquipmentShare's vision, mission, and values, as well as mandated state and federal laws and requirements at all times
• Provide excellent customer service for EquipmentShare's customers when responding to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner within established quality and service standards
• Establish and maintain professional working relationships with internal and external customers, and work collaboratively with co-workers to achieve departmental and company goals and standards
• Utilize exceptional listening skills to understand customer needs and follow-up with a customer centric response in recommending the correct solutions
• Utilize product knowledge and appropriate resources to offer efficient and effective technical support and decision-making in the process of troubleshooting the T3 Platform for internal and external customers
• Enhance industry and technical knowledge through actively participating in learning and growth opportunities
• Perform other duties and responsibilities as assigned

Benefits

• Competitive salary
• Medical, Dental and Vision coverage for full-time employees
• 401(k) and company match
• Generous paid time off (PTO) plus company paid holidays
• Stocked break-room and full kitchen, chef prepared meals daily (breakfast and lunch)
• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees
• Seasonal and year round wellness challenges
• Company sponsored events (annual family gatherings, happy hours and more)
• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year
• Opportunities for career and professional development with conferences, events, seminars and continued education