Customer Support Specialist (Internal Team Members Only)

Orlando, FL

Full Time

Customer Success

Entry Level

OneRail is seeking an eager Customer Support Specialist that wants to get their foot in the door at a fast-growing logistics technology start up. This position will use their customer service skillset to research, troubleshoot, escalate and resolve customer issues in an accurate and timely manner. You will be responsible for meeting SLAs, providing excellent customer experience and advocating on behalf of our clients. You will be working with different systems, software and teams to follow standard procedures and escalate unresolved issues to appropriate internal departments.

Responsibilities

Field support calls, tickets, chat, email, and/or other communication from customers with inquiries and provide friendly, prompt, and accurate feedback to customers
Be a customer advocate while capturing customer feedback and reporting requests to Product Management, Logistics partners, Development, and other relevant internal teams
Own client SLAs and proper escalation of unresolved issues to the appropriate internal teams in a contracted timeframe
Use tools to research, diagnose, troubleshoot, and build solutions to resolve customer issues
Ensure proper recording, maintenance, and closure of all issues via Freshdesk & ClickUp ticketing systems
Prepare accurate and timely reports displaying relevant data including but not limited to SLAs, CSAT, escalations, and ticket data
Create and document knowledge in the form of knowledge base notes, articles, and SOPs
Other related duties as assigned

Requirements

Bachelor's degree or 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management
Possess strong phone, written, and verbal communication skills with excellent presentation skills
Confident, high energy, self-motivated, and a true team player
Demonstrated ability and desire to work and excel in a fast-paced environment
Excellent multitasking and project management skills
Understanding of Internet and web applications with a desire to learn new technologies
Well-organized, with high attention to detail and ability to prioritize
Proficiency with MS Office
Experience with Freshdesk, ClickUp, PowerBI, and Miro a plus
Must be able to work weekend days; Saturdays and Sundays between the hours of 9:00am - 6:00pm, Monday - Wednesday will rotate between the hours of 7:00am - 9:00pm, all hours are Eastern Time Zone.

About OneRail

OneRail, headquartered in Orlando, FL, is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

OmniPoint is the cornerstone of OneRail’s integrated final mile delivery solution.

Capture. Within moments of a purchase that requires same-day delivery, OmniPoint captures a shipper’s “demand signal” from their POS, ERP, or e-commerce system: what was ordered, where it is, where it’s going, and when it needs to be there.
Optimize. OmniPoint uses this data to specify the optimal vehicle for the order’s size and weight, as well as any extra services required. OmniPoint then calculates all-in shipping costs and optimizes delivery routing.
Execute. Customers can direct deliveries to their fleet, or OneRail’s nationwide network of 12 million couriers available 24/7/365.
Support. Deliveries can be supported as they occur by OneRail’s skilled Exceptions Assist team to handle unforeseen delivery issues on the customer’s behalf.
Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time and provide feedback through a customer-branded interface.

OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in 2022 and 2023 and received an Inc. Best Workplace award in 2023.

Regular, Full-time Team Member Benefits

Competitive base compensation
Health and wellness Insurance with generous company contribution (medical, dental, vision)
Company-paid life insurance, short-term and long-term disability
4% 401K match with immediate vesting of Company match
Continuing Education Opportunities
Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*
Competitive Paid Time Off (PTO) Policy for Hourly Team Members*
Generous Company-paid Holidays

Onsite Team Member Job Perks

Relaxed/casual work environment
Standing desks
Recreational and Video games
Large breakroom and lounge
Stocked kitchen and fridges
Cappuccino machine
Onsite restaurant and daily food trucks
Offices conveniently located with quick access to I-4, SR-528, and Florida's Turnpike
Ample free parking

OneRail's Travel Policy for Remote Team Members

While OneRail allows remote work for certain posted roles, noted as "Remote Work Available" on the Company's website, a core requisite for all roles is that team members be willing and able to occasionally travel to OneRail's Orlando, Florida headquarters. All team members are required to participate in on-site onboarding at the onset of employment and then on an as-needed basis thereafter, as a condition of their employment.

To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit https://www.onerail.com/careers/

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Because this role is integral in defining and executing our strategy for providing world-class service to customers, resolving inquiries to troubleshooting complex technical issues, partnering with a variety of internal stakeholders to address all customer needs in a timely manner, building and optimizing ticket flows and procedures, and providing regular operations reports to a cross-functional team, please explain your previous experience in these areas and how you might best apply that to this role.*

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