Job Description

TECH SUPPORT SPECIALIST

busHive helps transportation organizations increase safety and efficiency through the use of our proprietary software. Our suite includes platforms for trip & charter management, driver compliance and vehicle preventative maintenance.

This tech support position is responsible for responding to incoming client queries for assistance with busHive software. The role will work closely with other representatives, as well as our implementation specialists to prioritize incoming support calls, emails, and text messages and respond accordingly.

COMPENSATION

Base salary $45,000

Health & Dental Benefits (After 30 days 85% company contribution Empire Blue Cross Blue Shield)

Paid Vacation (After 30 days)

Simple IRA matching by busHive up to 3% of Salary (After 30 days)

QUALIFICATIONS

• Good listening skills with ability to ask the right questions to determine the true nature of a customer’s needs.
• Patience with people who are confused and frustrated.
• Able to thrive in a team environment as well as independently
• Ability to quickly troubleshoot and resolve software questions
• Excellent Customer Service skills, including the ability to greet clients in a friendly manner and provide follow ups when necessary
• Strong organizational skills
• Proficient with Microsoft Excel and able to use basic formulas
• Professional writing capability with excellent grammar
• Ability to type 40 words per minute

PRIMARY DUTIES AND RESPONSIBILITIES:

1. RESPOND TO INCOMING PHONE CALLS, TEXTS, EMAILS

• Prioritize multiple incoming requests
• Determine the appropriate scope of assistance
• Work to quickly resolve the issue
• Provide basic training (5-15 minutes) when needed.
• Record pertinent info in CRM for future reference

1. ASSIST CUSTOMERS WITH SPREADSHEETS IMPORT INTO BUSHIVE

• Explain how the data import spreadsheets should be populated
• Assist customers in formatting/organizing data for import.
• Use excel formulas where useful for formatting customer data.

1. REMOTELYWORK WITH CUSTOMERS TO REVIEW NEW FEATURES/REPORTS

• When new reports or custom features are available, contact the appropriate customers and demonstrate the new features / review new reports.

1. REMOTELY ASSIST BUS DRIVERS WITH CELLPHONE SOFTWARE

• Patiently assist with logging in and bookmarking our site using a cellphone
• Teach bus drivers how to sign up for field trips, input mileage, record an absence, view upcoming requirements etc. using the busHive driver portal application.

1. CRM (MICROSOFT DYNAMICS)

• Track all emails and calls in Microsoft Dynamics
• Keep detailed notes of conversations (client needs & concerns) in each support case
• Write up development tickets for bugs/custom feature requests