Description
At MercuryGate, every solution we create is designed to be Smarter, Stronger, Faster, Better than any other technology in the marketplace. These same attributes apply to our dedicated team members, whose expertise and dedication have made MercuryGate an industry leader. In July 2019, MercuryGate acquired TranSolutions, Inc. (TSI), a leading provider of claims management software. This allows our customers to embed, integrate and automate tens of thousands of carrier freight claims every year with the click of a button
The Part-Time Customer Operations Specialist is part of a customer success expert team and will support our TSI product suite (MyEZClaim & CarrierClaim). This role handles direct customer inquiries via our case system. In this role, you will be a valued player and trusted advisor to the customer and the rest of the Customer Success organization.
This is a remote position. This opportunity can be based anywhere within the United States. We anticipate 20-25 hours per week and your schedule can be flexible. There is an opportunity for this to turn into a full-time position as of January 2024.
Job Responsibilities:
Perform customer communication via Salesforce, email, phone, or video conference to determine customer needs or to resolve technical issues for customers
Provide support for the TSI suite of products (MyEZClaim & CarrierClaim)
Triage advanced and multi-functional customer support cases to backend teams
Develop effective solutions
Utilize product documentation to educate customers and suggests edits to Education team
Update and monitor customer tickets using Salesforce and Jira
May assist with functional and regression testing prior to multi-annual major releases
Maintain accurate time entry records for billable tasks
Requirements & Qualifications:
Prior technical product support experience (software)
Excellent written and oral communication skills
Excellent listening and interpersonal skills
Ability to communicate ideas in both technical and user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and creative problem-solving abilities
Proficient in Excel, and Office 365 (Outlook/OneDrive)
Ability to multi-task and prioritize in a fast-paced, detail-oriented work environment
Ability to self-teach using documentation to supplement internal training
Compensation for this position includes a wage of $25 – $35 per hour, commensurate with experience.