20 days old

Product Support Rep I

DAT
Beaverton, OR 97005
  • Job Code
    PRODU011486

DAT Solutions is seeking a Product Support Representative I to join the Customer Support Team in Beaverton, Oregon.



SUMMARY:


The Product Support I agent, working in a customer-facing organization, is responsible for assuring customer satisfaction by providing quality service in the delivery of DAT products and services. The Product Support I agent possesses advanced customer service skills and will provide product training to new and existing customers. The Product Support I agents serves as a backup to level one CSRs by handling general questions, billing/payment issues, and assisting carriers with the broker onboarding process.



PRODUCT SUPPORT REP I ESSENTIAL DUTIES AND RESPONSIBILITIES:


  • Provides telephone, fax, online chat, and email support for DAT products

  • Delivers Customer Service, Product Support, and Customer Training

  • Processes insurance certificates

  • Respond to support requests and acts as a technical advisor for DAT supported products.

  • Provide account retention activities.

  • Trains new and existing customers

  • Adhere to established business rules.

  • Meet performance metrics, which include schedule adherence, utilization rate, monitoring, phone time.

  • Manage/update customer information

  • Provide load posting and searching capabilities.

  • Respond and resolve billing inquires.

  • Identification of potential sales opportunities

  • Provides basic technical support including password resets and usability issues

  • Produces consistently high quality work while maintaining excellent documentation of work completed.

  • Assist product managers and engineering staff with product development by relaying customer problems, concerns and requests.

  • Other duties may be assigned as business and department requirements are adjusted.


PRODUCT SUPPORT REP I QUALIFICATION REQUIREMENTS:


  • Ability to learn and follow standard operating procedures

  • Intermediate analytical/problem solving skills

  • Excellent presentation skills.

  • Typing skills

  • Exceptional telephone skills

  • Excellent customer service skills.

  • Basic PC skills including Internet navigation skills; specifically the ability to use email and a web browser to locate, retrieve and process information in an accurate and efficient manner.

  • Excellent written and verbal communication skills.

  • Time management an organizational skills.

  • Listening Skills

  • Interpersonal Skills

  • Alert, personable, with a professional appearance


EDUCATION:


  • High school diploma or equivalent required.

  • 1-3 years Customer Service experience.

  • Previous experience in a call center environment preferred but not required


LANGUAGE SKILLS:


  • Ability to effectively present information and respond to questions from employees, groups, and customers.

  • Bilingual English/Spanish is a plus but not required.

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

REASONING ABILITY:


Ability to define problems, collect data, establish facts, and draw valid conclusions.



PHYSICAL DEMANDS:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



WORK ENVIRONMENT:


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Normal office conditions, with a quiet to moderate noise level. Three-story office building with elevator service.



Ability to work an assigned shift between the hours of 4:00 am and 6:00 pm. Flexibility in hours is required, depending on daily service levels and occasional system problems.



About DAT



DATis a next-generation SaaS technology company that has been at the leading edge of innovation in trucking, freight, and transportation supply chain logistics for 42 years. We wrote the book on freight automation, and continue to transform the industry year over year by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the deepest, broadest, most relevant data, and accurate insights, to help them make intelligent business decisions and successfully run their companies. We operate the largest truckload freight marketplace in North America, with 183 million freight matches in 2019, and a database of $118 billion of global shipment annual market transaction data. DAT Solutions is based in Beaverton, OR, with offices in Colorado, Missouri, Texas, and Bangalore, India.


For additional information, seewww.DAT.com/company


DATembraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.


DAToffers competitive compensation and an excellent benefit package that includes medical, dental, and vision coverage, flexible savings accounts, 401K, Life and AD&D insurance, a comprehensive Paid Leave program, and a Tuition Reimbursement program.


Sponsorship and relocation assistance are not offered for this position.


All referrals and rsums are managed exclusively through the Human Resources Department.


DATwill not consider unsolicited rsums from vendors including search firms, fee-based referral services, and/or recruitment agencies.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Customer Support





Posted: 2021-10-08 Expires: 2021-11-06
Sponsored by:
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Sponsored by:
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Product Support Rep I

DAT
Beaverton, OR 97005

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