If you describe yourself as someone who likes to help others, genuinely enjoys people…

And your approach is to work independently, be accurate, adapt to change & meet deadlines….

And you are “that” person, whose friends and family members say you are always willing to help…

…then this job could be the right fit for you, so read on…

What it is :

We need a person who has very strong service to others mindset and who truly engages with different people to help educate or solve challenges to ensure they derive value from their subscription to our services. The ideal candidate will be comfortable working autonomously and be self-motivated to learn skills, document processes, execute support tasks and perform other related requests.

Reports to: Manager, Customer Care

Responsibilities:

• Provide Tier 1 customer support for our suite of products and services

• Manage support requests submitted by email, in-app chat or by phone

• Resolve issues where possible and communicate with customers to gather details and provide answers

• Resolve Tier 2 issues when possible or escalate and manage follow up and communications

• Initiate issue escalation to Tier 2 Support, Data Analysts or Engineering when necessary

• Follow up on open issues/tickets with internal groups and with customers until resolution and closure

• Create and update knowledge articles for customer facing, internal usage and to create chat bots

• Provide internal escalation to group leads and management for top priority issues

• Support future potential API integrations and issue resolution

• Provide input to Product for opportunities to improve technology and experience for users

Character Qualities and Skills Desired :

• People first / customer-obsessed approach to service

• Strong customer service orientation with a “can do” attitude

• Excellent communication skills to interact with customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service

• Follow-up skills to effectively handle and prioritize concurrent service issues

• Organization skills to be able to handle multiple activities simultaneously

• Detail oriented to ensure all customer issues are understood and addressed accurately

• Aptitude for learning new technology and tools

• Able to think and act independently to assess, triage, and resolve or escalate issue

• Strong analytical and problem-solving skills

• Beginner or better knowledge of SQL

• Ability to document process and create customer facing educational materials

• Must be comfortable interacting with persons of diverse backgrounds.

• Good oral and written communication skills

• Enjoy collaboration, with a preference for face-to-face communication

• Be self-directed and self-motivated

• Have an ability to thrive in a team-oriented environment

• Be a good active listener and communicator

Job requirements:

• Experience: 2-4 years’ of work experience, preferably similar role is preferred

• Education: Four-year bachelor's degree preferred

• Travel: None

• Applicants must be authorized to work in the U.S.

We are unable to sponsor applicants for work visas at this time

Bonus Skills :

• Advanced knowledge of Excel is a plus

• Intermediate knowledge of SQL or equivalent is a plus

• Familiarity with MS PowerBI is a plus

• Experience with API integration or support is a plus

• Familiarity with relational databases is a plus

What to expect in your first year:

The first 30 days, you are immersed in an intense learning stage where you will learn as you go. You will receive plenty of one-on-one trainings and assists before you need to fly semi-solo. You will work closely with the Manager, Customer Support and the Data Analyst team - first to shadow and learn, and then to engage in your support of customers. You may also be involved in helping the Analyst during time of burst capacity needs, which will help accelerate your understanding of how to research and resolve more technical support issues. In 6 -12 months the goal is to handle most support questions and issues without Analyst assistance, complete documentation of recurring issues and questions, have created self-service material for customer usage.

Your growth opportunities:

You’ll learn a lot about our clients’ businesses, best people practices, financial performance metrics, and how to think strategically about business from some very smart and experienced people. We are a fast-growing company where your contributions as will empower the growth of the company as well as help you achieve personal success. We support internal promotions to leaderships roles and welcome interest in intra-company transfers.

Training:

You’ll be trained primarily by analysts and work closely with them on a day-to-day basis to resolve live customer tickets while you learn to handle issues on your own or identify when you will need to engage others or escalate. You will also learn about our clients’ business and their processes to provide data for our proprietary software, as well as our high level of standards and the company mission. Additional training on our data analytics toolset is available and encouraged.

Your Team:

Our staff has a committed work ethic and loves to delight customer, crunch numbers and have fun together; they chat, joke & tell stories. Relationships are strong. Your co-workers will probably ask you on your first day what your favorite music group, favorite food (In and Out or Whataburger?), pet names, you know, the important things in life!

Hours:

This position is a salaried, full-time position typically supporting customers between 8a – 5p CT. Rarely are additional hours requested, but extenuating circumstances or project/implementation deadlines may require a need for additional hours and/or weekends on a rare occasion.

Our Approach:

We approach our clients’ businesses from an integrated perspective; their success means our success. We’re passionate about our business and our clients’ businesses – really passionate. We keep our clients for a long time and a part of the reason is because we learn the multiple aspects of their business from the inside out, as if it were our own. We are proud of the fact that we move the needle, building best practices and loyalty for our clients, but we know we couldn’t do that if we didn’t get in there and make sure our clients truly “get” it. We strive for zero-defect in all our work as data integrity, security and quality is the cornerstone our business.

Your Working Environment:

Fun and casual. Your team is hard working and focused upon doing great work for the client – but we never forget to have fun in the process. It will be fast paced, and deadline filled, and we all enjoy coming to work… most days.

Our Values:

Black Box Intelligence™ is a small group of professionals who consider each other family. Our CEO gets a rush out of seeing our employees blossom and grow. We are guided by a set of core values that are more than just a poster on the wall.

• One Team - I am more than my department and will behave as such

• Do Good – I will leave it better than I found it

• Dream Big – Big visions lead to big results; take risks

• Ignite Fire – I am passionate about the restaurant industry and the people in it

• Own It – I take ownership and am relentless in my pursuit of excellence

• Inspire Trust – Every interaction inspires trust

Benefits:

We are a results-oriented work environment that allows for schedule flexibility and socially responsible unlimited vacation. As if that’s not enough, we also provide a full range of benefits including health insurance options - offering medical, both traditional and HSA options, RX, vision and dental coverage. Other added benefits include 401(k), short- and long-term disability, a fun supportive work environment and the ability to learn and grow with a world-class team.

Black Box Intelligence is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status.