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365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.As a nine-time honoree on the Inc.
5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers.This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. You will play a key role in ensuring that our clients receive a consistent and exceptionally positive experience at all times. Your primary role will focus on maintaining uninterrupted, optimal performance of the 365 product suite at all times across a diverse installation base.
You should enjoy tackling unobvious problems, working with time-sensitive clients of varying technical expertise, and in implementing systemic solutions that ensure localized issues are not repeated.
Responsibilities
- Provide user support by responding to calls and/or email requests for end user support in a timely manner
- Manage client cases within Zendesk
- Process credit card refunds after verifying the situation is valid
- Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
- Communication with other departments to ensure offline tickets receive the necessary attention
- Grow your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry
- Other duties as assigned by Supervisor
Requirements
- 1-2 years experience handling high-end clients and/or experience gained through education
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information
- Able to work independently and efficiently to meet deadlines
- Able to promptly answer support related email, phone calls and other electronic communications
- Self-motivated, detail-oriented and organized
- Ability to learn new technologies quickly and deal with ambiguity
- Hybrid scheduling - in office T & Th
