Customer Support (Voice and chat channels)

Fastenal India would like to invite ambitious, hard-working individuals to apply for the position of full-time Solutions Support Analyst. Applicants should be able to bring new ideas and improvements to business practices, work well both independently and as part of a team, and show respect to co-workers, customers, vendors, and visitors in the workplace while demonstrating Fastenals core values of Ambition, Innovation, Integrity, and Teamwork.

OVERVIEW:

Working as Full-Time Solutions Support Analyst, you will be responsible for working closely with our branches, field sales teams, and customers to assist with various inventory management concerns in relation to our Fastenal Automated Supply Technology (FAST) offerings. This position may offer a flexible schedule after a period of onboarding, training, and meeting performance goals.

RESPONSIBILITIES:
The duties and responsibilities of this position include, but are not limited to:

• Answering and handling multiple phone calls daily
• Troubleshooting technical issues with our Fastenal Solutions, customer facing technology offering which include support technical hardware and applications
• Creating and logging service tickets
• Responding to internal and external customer concerns while providing exceptional customer service
• Learning, use and conduct technical training
• Ensuring adherence to standards and policies of the organization

REQUIRED POSITION QUALIFICATIONS:
The following skills and qualifications are required for this position:

• Possess or are working towards a Bachelors degree or Diploma
• Possess at least 2 years of experience in customer support environment through both voice and chat channels
• Excellent oral and written communication skills
• Proficient using Microsoft Office Suite
• Highly motivated, disciplined, self-directed and customer service oriented
• Demonstrate strong problem solving, deductive reasoning and decision-making skills
• Demonstrate strong organization, planning and prioritizing abilities
• Learn and perform multiple tasks in a fast-paced environment
• Work independently as well as in a team environment
• Demonstrate our core values of ambition, innovation, integrity and teamwork
• Willing to work over rotational and weekend shifts

PREFERRED POSITION QUALIFICATIONS:

• Prior experience in a call center environment