Job Title: Technical Customer Support Representative

Supervisor: Technical Customer Support Team lead

Department: Customer Success

Salary Range: $50k to $60k base salary, based on qualifications and experience (Targeted 10% bonus)

Location: Remote - Preferred States: Arizona, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Maryland, Minnesota, Michigan, Nebraska, New Hampshire, New Jersey, New Mexico, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Washington, and Wisconsin.

Job Summary:

As the Technical Customer Support Representative, you will play an integral role by providing technical support to end user customers via phone, email, and chat. You are customer centric in that you listen closely to what is being said, demonstrate empathy for customer concerns, and exercise great patience while guiding customers through problem resolution. You have an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. You thrive in a fast-paced, team-oriented environment and find yourself collaborating and providing feedback to R&D, network, and customer success teams. If you are an energized, self-motivated individual who is looking to grow your career, we’d love to hear from you.

Essential Duties/Responsibilities:

• Provide timely and professional responses to inbound calls from end user customers regarding functionality of TraceGains products
• Utilize and navigate TraceGains products to resolve customer inquiries and concerns
• Exercise patience and understanding while walking customers through problem-solving steps
• Ability to handle multiple inquiries and priorities while maintaining a pleasant demeanor with the customer
• Provide excellent customer service and a high level of professionalism when handling customer questions, inquiries, and issues
• Document calls and technical solutions provided to customers – through Zendesk
• Uphold a working knowledge of all TraceGains products and services that are sold to the food, beverage, and dietary supplement industries
• Provide feedback to relevant departments regarding customer inquiries and solutions
• Ability to accept and implement coaching and feedback in order to achieve individual or team performance objectives
• Work closely with R&D, QA, project managers, implementation, and TG Network teams to ensure a positive customer experience
• Other responsibilities as assigned.

Minimum Job Requirements:

• Associate’s or Bachelor’s degree or equivalent combination of technical training and work experience is preferred
• 2+ years of customer/product support experience in an enterprise-level SAAS solution environment is preferred
• 1+ years of experience in food and beverage or CPG industry a plus
• Excellent telephone skills
• Superior communication skills with high emotional intelligence
• Bilingual speaking ability is a plus
• Good judgment and decision-making skills
• Self-starter, comfortable working and taking initiative in a fast-growing company
• Innovative problem-solving skills
• Flexible mindset and ability to change priorities as needed
• Positive, team-oriented attitude with the ability to focus on individual priorities
• Exceptional organizational skills
• Prior experience in the food, beverage, and/or CPG industry a plus
• Familiarity with Zendesk a plus
• Ability to be a positive team player, willing to grow and change
• Strong ability to multitask is required
  

Why you’ll want to join us:

Founded in 2008, TraceGains connects people and information so teams can work smarter. As a global technology company, we provide networked innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of data. On average, companies find 80% of their suppliers already on TraceGains Network, allowing them to connect and collaborate instantly.

Plus, we offer great benefits, including:

• 100% paid for health, dental, life insurance, AD&D, LTD, and STD coverage
• Other insurance offered: Vision, additional voluntary life, supplemental (accident, hospital & indemnity, and hospital) coverage
• Flexible paid time off available on your date of hire
• A 401(k) plan and company match for saving for your future
• Employee Ownership through Stock Options

• Profit Sharing
• Paid Parental Leave
• Competitive compensation
• Company Paid Volunteer Days

• Advancement opportunities and promoting from within

Employees interested in applying:

Please reach out to your HR Department for details.

TraceGains provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Applicants must be over the age of 18 and have proof of authorization to work in the U.S. for consideration.

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