Bilingual Customer Service Representative (Mid-Shift) - Konexial, Inc

Konexial has an exciting opportunity for individuals looking to enter the highly competitive and lucrative Enterprise Software industry. We are looking for customer support representatives with strong organizational skills and a high focus on customer service. The goal of a customer support representative is to support Konexial's rapidly-growing service solutions and provide an exceptional customer experience. We work with a wide range of commercial "for-hire" transportation companies and private fleets. Candidates will need to demonstrate a strong ability to communicate with both end users and customer stakeholders for both web and app based applications and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will be assisting customers in troubleshooting and resolving training and technical issues, providing account documentation, and assisting with account resolution/escalations, via phone, chat, and email.

• Mid Shift - 11:00 AM - 8:00 PM EST, Monday-Friday
• 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 help 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

Requirements

• 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, Hubspot, 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
• Located in Knoxville MSA, able to travel to Knoxville, TN Headquarters for training and various meetings

• Fluent in Spanish
• Ultra positive attitude and cool under pressure
• Rock solid verbal and written communication skills with a strong focus on the details
• A knack for investigative research and strong critical thinking 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 and train in our Knoxville, TN Headquarters

• A degree in whatever. We're Serious! Supply Chain/Logistics, or Business preferred.
• 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

• Enterprise software company ready for transformational growth
• Competitive wages
• Hybrid Work Location
• Peer-driven training and ongoing support
• Casual dress code and flexible working hours to fit with your life
• Ability to work from home

This job is located in Knoxville, TN. We have remote opportunities available in limited states. 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.

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 .