Job description

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 Manager, Storage Computer Support Specialist 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. Candidate must be 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 Web Self Storage application
• Have a comprehensive understanding of the WebSelfStorage Application and know how to identify when Web Self Storage 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 in a high-speed environment
• 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 holidays

U-Haul offers Computer Support Specialists:

• Paid holidays, vacation, and sick days
• 401k and stock options
• Health insurance/benefits (including medical, dental & vision)
• Prescription Plan
• Subsidized gym membership (including paid fitness classes)
• Life insurance
• Business and travel insurance
• MetLaw Legal program
• MetLife auto and home insurance
• Discounts on Apple products, cell phone plans, hotels and more
• 24-hour physician available
• Opportunities for advancement

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

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Phoenix, AZ 85004: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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