ESSENTIAL DUTIES AND KEY RESPONSIBILITIES

• Provide best-in-class service and hospitality for Agents in the Field
• Monitor and resolve help tickets that come into Zendesk (Agent Relationship Management Platform)
• Engage in cross-functional incident management and feedback loops
• Troubleshoot errors and issues with job builds cross-functionally with Account Management and Project Management Teams and system issues with Product Development Team
• Troubleshoot reported app issues, escalating to Product Management Team accordingly
• Practice empathy and servant leadership with all communication (internal and external)
• Serve as subject matter expert on Storesight support systems and processes to assist the team
• Respond to Agent chat, text, and phone requests via Zendesk (When required)
• Deliver with excellence in all team and Agent communications and interaction

KEY SKILLS AND QUALIFICATIONS

• Customer Service Driven
• Proactive
• Collaborative
• Detail-Oriented
• Problem Solver
• Servant-Hearted
• High Emotional Intelligence
• Empathetic
• Community-Building
• Proven ability to manage multiple projects simultaneously.
• Strong business writing and communication skills.
• Demonstrated capability to deliver high-quality work in a fast-paced environment.
• Experience in service industries, Storesight, CPG, or retail sectors is highly preferred