Job Details

Job Summary:
The RRS Customer Technologies Technician is responsible for supporting Red River Software's Accounting and Fuel Management products for customers nationwide. Fuel Industry experience is preferred. In this role, you will intake, document, triage, investigate, and resolve complex customer software issues within a fast-paced, collaborative environment. As your knowledge of Red River Software products deepens, you will also assist in performing and supporting remote installations of these solutions, partnering with customers and service providers to deliver a high-quality experience that helps their businesses operate efficiently and profitably.

The Customer Support team is comprised of dedicated, multi-functional professionals operating in a dynamic, customer-centric environment. We seek individuals who demonstrate exceptional attention to detail, a strong technical aptitude, and a proactive, solutions-oriented mindset.

Job Description:

General Responsibilities:

• Deliver exceptional customer service to both external customers and internal team members through professional communication, empathy, and excellent telephone support etiquette.
• Respond to, analyze, investigate, and resolve user incidents and service requests promptly, ensuring minimal disruption to operations.
• Maintain accurate records of all customer interactions, including detailed documentation of issues, troubleshooting steps, and resolutions.
• Monitor support queues to ensure all incoming issues are properly triaged, prioritized, and addressed in a timely manner.
• Review, research, and resolve complex or high-priority technical issues that require in-depth analysis or cross-functional collaboration.
• Manage escalated issues by coordinating solutions across departments and ensuring effective communication and follow-up.
• Foster collaboration among technical and non-technical staff, building productive relationships with users, peers, and management to drive resolution and improvement.
• Create and maintain knowledge base articles to enhance team knowledge, consistency, and efficiency.
• Develop the ability to train end-users on software functionality and best practices to empower self-sufficiency.
• Demonstrate sound judgment in independently selecting methods and techniques for problem-solving and resolution.
• Exhibit strong time and capacity management skills to maintain productivity and minimize idle time.
• Show initiative and passion for improving support processes, documentation standards, and service methodologies.

• 2+ years' experience in any of the following industries: Accounting/Bookkeeping, Fuel Jobbers Operations, CO-OP Operations, Fuel Station Servicing

• 2+ years' proven experience in a technical/systems support role with direct customer interaction

• 3+ years experience with Microsoft Office Suite including MS Outlook, MS Teams, MS Excel, MS Word

• 2+ years experience in the documentation of issues, processes, and SOP's (Standard Operating Procedures)

• Associate or bachelor's degree (Optimal areas of study include: Computer Science, Operations, Business, Accounting, Databases).

• Experience with identifying and assisting in developing process improvements.

• 2+ years of experience utilizing an enterprise CRM solution. (Hubspot)

• 2+ years experience working with SQL databases, including writing and optimizing queries, statements, and stored procedures.

• Experience managing customer expectations regarding issue resolutions install scheduling changes, and customer concerns.

• Skilled in software testing and troubleshooting to identify and resolve potential issues.