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RTA: The Fleet Success Company · 3 weeks ago

Customer Service Representative - Tier 2 (Steward of Customer Success, Troubleshooter of Tickets, Foreman of the Phones

Glendale, AZ

Full-time

Onsite

Entry, Mid Level

$75K/yr - $90K/yr

2+ years exp

RTA: The Fleet Success Company is seeking a Customer Service Representative - Tier 2 to join their Customer Support team. This role is responsible for handling escalated support cases and requires a blend of excellent interpersonal skills and technical knowledge in areas such as troubleshooting and API setup.

Computer Software

Responsibilities

Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern to provide a timely resolution

Effectively educate customers on product use and assist them in fully utilizing available features to improve

Maintain effective call ownership by ensuring contact with ongoing issues and managing open items

Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call

Utilize or create resources and tools as needed to help take over and resolve difficult issues

Qualification

B2B enterprise application supportAdvanced SQL proficiencyAPI integration supportWindows Server administrationPowerShell scriptingJavaScriptMongoDBMicrosoft SQL ServerCustomer serviceTroubleshootingTechnical support

Required

Over 2 years of experience in B2B enterprise application support, specializing in troubleshooting and resolving complex technical issues in SaaS environments

Proficient in analyzing and interpreting API and scripting documentation to diagnose issues and implement solutions for both reactive support cases and proactive project deliverables

Advanced SQL proficiency, with a strong ability to perform complex data queries and forensic analysis to uncover root causes of application issues across relational database systems

Familiar with JavaScript and dataflow logic, capable of identifying and documenting critical bugs and functional discrepancies for escalation to software engineering teams

Serve as a product subject matter expert and primary technical escalation point for Customer Support Representatives (CSR), offering guidance on advanced customer issues and unique use-case scenarios

Experience with PowerShell scripting for automation and system management tasks across enterprise Windows environments

Skilled in API integration support, including hands-on experience with tools like Postman for validating, testing, and troubleshooting RESTful API endpoints

Capable in Windows Server administration, including setup, configuration, and ongoing system management responsibilities

Contribute to internal documentation by authoring and maintaining knowledge base articles, ensuring accurate and up-to-date resources for both support teams and customers

Familiarity with MongoDB and Microsoft SQL Server environments, with the ability to navigate and extract relevant data as needed

Benefits

Unique perks and benefits

Standard ones

Company

RTA: The Fleet Success Company

With over 45 years of fleet experience, RTA: The Fleet Success Company enables fleet managers to improve their operations with robust, easy-to-use software built and maintained by fleet experts.

Founded in 1979

Glendale, Arizona, US

51-200 employees