E-Business Support Assistant

E-Business Support Assistant Location US-PA-Pittsburgh ID 2024-1334 Category Customer Service/Support Position Type Full-Time Overview PITT OHIO, a $900 million, high service, highly profitable, transportation solutions provider offering SUPPLY CHAIN, GROUND, LTL and TRUCKLOAD services is seeking an E-Business Support Assistant to join our team. This is a hybrid position. We offer competitive wages, hospital/medical insurance with no monthly premiums, vision, discount prescription, dental, 401K, profit sharing, paid vacations, pleasant work environment, and much more Responsibilities Essential Duties Provide courteous and professional level 1 support to www.pittohio.com customers via phone, chat, virtual call and/or email for E-Business products and end client functions including troubleshooting, diagnosing, resolving, and documenting. Enhances the customer experience through excellent communication of complex situations and solutions. Owns and proactively follows up on a high volume of E-Business support requests and problem tickets, until user confirms resolution. Collaborates with other team members to provide efficient, full-service support. Configures new account registrations and installs needed web tool accesses for PITT OHIO customers, third party providers, and internal stakeholders. Assists with password or login problems by request. Answering incoming and placing outbound calls to existing customers to help answer technical assistance questions and provide solutions for customer web-based needs. Instruct customers on how to use website business tool features and provide webpage navigation assistance, focusing on customer satisfaction, quality and efficiency to resolve customer issues in a timely, accurate and friendly manner. Engage additional departments when necessary and escalate issues to appropriate personnel and/or teams. Report server and database issues and incidents to Business Systems Group representative in a time-critical manner for proper documentation and resolution. Maintain technical, service and company operational knowledge through continuous training and discussion with internal experts. Assist Marketing Director and Digital Marketing & E-Business Coordinator to examine, identify and test website(s) upgrades and function. Participate in projects that may not be e-Business related, but technical in nature. Properly record SecureWRX user and group updates and interactions in accordance with defined procedures, ensuring accuracy in reporting. Interface and interact effectively with customers and employees, including Sales, Billing, Customer Service, and IT professionals. Adhere to standards and processes while also ensuring assigned performance targets and service level objectives are met. Productivity and efficiency are to be maintained at a high level. Other Duties Ensure consistency and voice of the PITT OHIO brand. Documents recurring requests and FAQs for more efficient communications. Share with Marketing and E-Business team leads to identify and coordinate necessary process changes and updates. Assist in building and reviewing knowledge base and writing how-to documents for internal and external distribution. Works with internal stakeholders to evaluate new technology needs for the business. Participates in testing new website technologies and internal software; supports the implementation of new solutions or applications. Occasional use of mobile devices and/or tablet to trouble-shoot and maintain mobile site functionality. Build knowledge of all service features and operational capabilities. Maintain a general knowledge of company procedures and policies. Perform additional duties or special assignments as required. Qualifications Minimum Requirements Command of English language required to communicate effectively with internal and external customers. BA/BS in Computer Science, Communications, Technology, Marketing, or relevant te hnical support experience preferred. 1+ years working experience in customer service or technical support role preferred. Strong team player who loves collaboration, welcomes feedback and is quick, eager and confident when learning new things. Microsoft SQL Server Management Studio experience preferred, but not necessary. Must possess excellent interpersonal, verbal and written communication skills; able to convey personality and helpfulness over the phone and through email. Strong organization skills are required; Ability to effectively manage, prioritize, and execute multiple tasks at one time. Excellent problem-solving skills and analytical ability is highly desirable; technology-savvy is a must. Highly skilled at researching, troubleshooting and solving complex issues. Passionate about providing excellent customer service and doing what it takes to help our customers succeed. Capable of working in a team-based environment with the ability to function with independent discretion. The ability to communicate technical information in an accessible manner to non-technical employees and customers. Comfortable with website/software maintenance and testing; possesses a process-improvement mindset and hands-on problem solving ability. A strong sense of ownership and accountability when troubleshooting a problem, and will see things through to completion. Maintains a level of professionalism, composure and integrity while providing timely support to end users. Detail oriented and takes the time to listen, understand, and document the issue(s), then works with the appropriate teams to resolve them. Working Conditions/Physical Requirements Monday through Friday, hours may vary depending on department needs. No weekend hours and minimal overtime. Primarily sedentary work - may be required to lift up to 25 pounds or exert up to 10 pounds of force occasionally and/or negligible amount of forces frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting or standing at a desk most of the time. Close visual acuity is required to perform activities such as preparing and analyzing data and figures, viewing computer terminal, inputting data, and extensive reading. Typical exposure to interior environmental conditions like air conditioning and dust; no substantial exposure to adverse environmental conditions. Manual dexterity is regularly required including fingering, grasping, and typing; manual dexterity includes repetitive motion of the wrists, hands, and fingers. Talking and hearing required to communicate with and listen to others to share or receive information. PITT OHIO is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion or other legally protected status. PITT OHIO is an Equal Employment Opportunity (EEO) employer and we welcome all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion or other legally protected status. PITT OHIO is committed to diversity and inclusion of all.