Tier 1 Application Support

Job description

Location: 2727 N Central Ave, Phoenix, Arizona 85004 United States of America Job Description This position is not eligible for employer sponsorship. To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance). Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach. Are you looking for a role that challenges you to provide customer service and technical product support to consumers in a team-oriented environment? We know that in order to provide delightful support it requires providing efficient listening, key-questions, and a personalized conversation. If you consider yourself to be computer/technology driven, and possess strong customer service skills then this is the role for you. Position Overview: Under the direction of the Storage Support Manager, Tier 1 Application Support are responsible for providing support, via phone queues and live chats to U-Haul Affiliates and end users of the computer-based systems which comprise the WebSelfStorage Application. The ideal candidate must be extremely customer-focused, technically savvy, analytical, and data-oriented, composed under pressure, and able to creatively problem-solve issues while maintaining positive communication at all times. This is an in-office position located at our Midtown Campus in Phoenix, AZ. Responsibilities: Provide support to U-Haul affiliates and end users regarding questions and/or problems concerning the WebSelfStorage application. Have a comprehensive understanding of the WebSelfStorage application and know how to identify when WebSelfStorage is/is not functioning correctly. Educate U-Haul affiliates concerning the WebSelfStorage application. Develop an understanding of affiliates, their business model, and their workflows. Focus on the client’s experience with the Web Self Storage Application. Responsible for various special duties as assigned as well as basic functions of telephone and chat support. Responsible for troubleshooting and resolution with full documentation and escalation as applicable. Maintain detailed and up-to-date notes on all affiliate tickets. Remain even-tempered and diffuse difficult situations with upset customers. Ability to sit or stand at a personal computer for up to 8 hours a day, typing and reading. Requirements: At least 1 to 2 years of technical support or call center experience related to area of assignment; OR any satisfactory equivalent combination of education, training, and/or experience relevant to the position preferred. Experience in customer service and have a positive attitude toward helping business affiliates. Ability to multi-task. Excellent verbal and written communication skills. Appropriate professionalism and demeanor, including phone and chat etiquette. Ability to type quickly and articulate information clearly. Typing speed minimum of 30 wpm. Ability to follow instructions. Basic understanding of computer software and an ability to troubleshoot problems. Mental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt to and stay alert in a business environment, and to use independent judgment to accomplish results. Flexibility to work multiple shifts including weekends and rotating holidays. (Closed Christmas day) Hours of Operation: Monday - Friday (6:00AM - 5:00PM) Saturday (7:00AM - 3:00PM) Sunday (6:00AM - 1:00PM) Candidates must be flexible with their availability to work within these hours. U-Haul Offers: ​Paid on-the-job training Full Medical coverage Prescription plans Dental & Vision Plans New indoor fitness gym Gym Reimbursement Program Registered Dietitian Program Weight Watchers Onsite medical clinic for you and your family Career stability Opportunities for advancement Tuition reimbursement program Free online courses for personal and professional development at U-Haul University® Business and travel insurance You Matter Employee Assistance Program Paid holidays, vacation, and sick days Employee Stock Ownership Plan (ESOP) 401(k) Savings Plan Life insurance Critical Illness/Group Accident 24-hour physician available for kids Subsidized gym/ membership MetLaw Legal program MetLife auto and home insurance Mindset App Program 50%Discounts on cell phone plans, hotels, and more LifeLock identity Theft Savvy consumer wellness programs- from health care tips to financial wellness Dave Ramsey’s SmartDollar Program U-Haul federal credit union Wellness Program #LI-FT1 U-Haul Holding Company, and its family of companies including U-Haul International, Inc. (“U-Haul”), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products. The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team. U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.