Customer Service Representative - Tier 2; Steward of Customer Success, Troubleshooter of Tickets, Foreman Phones

Position: Customer Service Representative - Tier 2 (Steward of Customer Success, Troubleshooter of Tickets, Foreman of the Phones
Job Type

Full-time

Description

Description

Do you have a passion for helping people discover solutions to their problems? Do you geek out when talking about networks and security? Do you get excited learning about new tech? Do you love working with people and serving their needs? Do you get a thrill finding that one last missing piece of the puzzle? If so, keep reading...

The Customer Support team at RTA is looking for a Technical Support Specialist. This role is responsible for escalated support cases. This role balances excellent people skills with deep technical knowledge, including Firewalls, Windows Error logs, Windows Server setup, Crystal Reports, SQL Scripting, Power Shell Scripting, and C# programming/troubleshooting for internal tools. The role will also assist customers with our API setup and require Java script knowledge.

Someone Who

What We're Looking For

• Feels at home working in a Customer Support team. This means you are not afraid to mix it up or be held accountable by the team and are willing to hold them accountable as well. People with trust issues need not apply.
• Passionately cares about our clients and the jobs they do. Our clients are fleet managers, parts clerks, automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Puts the needs of the client and the team before their own.
• Is willing to lift boxes, clean floors, and hold doors if that is what it takes to get something done.
• Loves to learn, grow, and stretch themselves through goal setting and daily habits.
• Thinks of themselves less, while not thinking less of themselves.
• Is constantly looking for more: more to learn, more to do, and more opportunity.
• Cares about the individual and overall growth of the team and is willing to guide and teach what they know to members of the Customer Support team.

Does this sound like you? Let's talk!

Key Results Areas (aka the Job Outcomes)

• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern to provide a timely resolution
• Effectively educate customers on product use and assist them in fully utilizing available features to improve
• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call.
• Utilize or create resources and tools as needed to help take over and resolve difficult issues.
  
  Job Requirements
• Over 2 years of experience in B2B enterprise application support, specializing in troubleshooting and resolving complex technical issues in SaaS environments.
• Proficient in analyzing and interpreting API and scripting documentation to diagnose issues and implement solutions for both reactive support cases and proactive project deliverables.
• Advanced SQL proficiency, with a strong ability to perform complex data queries and forensic analysis to uncover root causes of application issues across relational database systems.
• Familiar with JavaScript and dataflow logic, capable of identifying and documenting critical bugs and functional discrepancies for escalation to software engineering teams.
• Serve as a product subject matter expert and primary technical escalation point for Customer Support Representatives (CSR), offering guidance on advanced customer issues and unique use-case scenarios.
• Experience with Power Shell scripting for automation and system management tasks across enterprise Windows environments.
• Skilled in API integration support, including hands-on experience with tools like Postman for validating, testing, and troubleshooting RESTful API endpoints.
• Capable in Windows Server administration, including setup, configuration, and ongoing system management responsibilities.
• Contribute to internal documentation by authoring and maintaining knowledge base articles, ensuring accurate and up-to-date resources for both support teams and customers.
• Familiarity with Mongo
  
  DB and Microsoft SQL Server environments, with the ability to navigate and extract relevant data as needed.

Feeling confident that this is in your wheelhouse? Let's put that to the test!

The Bottom Line

You've made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer service, and a passion for working with fleet professionals. This role is in person M-F.

About Us

RTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our mission is to bring clarity, confidence and peace of mind to Fleet Managers, by empowering them to save time, decrease costs, and make our roadways safer. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch.

Our clients carry kids in school buses, first responders in emergency vehicles,…