365 Retail Markets has been pioneering innovation in the vending industry for over 5 years and continues to revolutionize the market with superior technology and ultimate flexibility in customization and branding. We are a fast-paced, fun, and challenging environment with a solid team foundation. Experience working with a rapidly growing team with a start-up mentality is a major requirement as is the ability to work within a team-based environment.
This position is located within the Implementation Department of 365 Retail Markets, and reports to the Implementation Manager. 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. In this role, you will provide direct client support via phone, web and email. You will be responsible for following the 365 Services processes to answer client calls, open and close cases, document and communicate issues internally, configure client equipment and provide remote and onsite training to operators.
Provide client support and technical issue resolution via email, phone and other electronic mediums for pre-live locations (and live locations if/when needed).
Perform On-site and remote training for external customers
Diligently manage client cases within Salesforce CRM, and communicate any perceived delays to management immediately upon identification
Configure client equipment both locally and remotely
Assist in the scheduling of special projects including but not limited to CRPs and KRPs.
Responsible for handling vital System Alerts, and creating cases for incoming emails
Promptly respond to daily emails, phone calls, voicemails, and other electronic communications from customers
Identify and correct, or advise, on operational issues observed during case resolutions
RMA processing, including but not limited to: preparing shipments for new parts, following up and processing return items, and coordinating billing when necessary.
Obtain general understanding of the underlying operating systems 365 employs
Other duties as assigned by the Implementation Manager
2 years of work experience in a customer service related role preferred
Able to work independently and efficiently to meet deadlines
Self-motivated, detail-oriented and organized
Experience with hardware and software troubleshooting
Proficient in Internet related applications such as email clients, FTP clients and web browsers.
Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
Experience with SalesForce or similar CRM a plus
Ability to lift 25-150lbs
Employment Type: Full Time
Travel: Up to 10%
Location: Troy, MI
365 Retail Markets