Primary Responsibilities/Qualifications: • Position supports TN agents servicing customers in real time via chat. • High paced atmosphere looking for the ability to answer agent questions accurately and quickly. • Partner with agents to reduce overall handle time and abandon rate. Core responsibility is first contact resolution. • Manage volume of work sent to the vendor process. • Ability to problem solve independently while also understanding the proper escalations channels. • Understand the question behind the question when agents reach out with issues. • Excellent and demonstrated understanding of either client or vendor processes. • Willingness to be a key player in the long-term growth of both agents and process improvement. • Experienced in de-escalation: making sound judgement calls and demonstrating strong business acumen. • Demonstrate superior patience and professionalism with all engagements. • Excellent knowledge of account managers and troubleshooting transfer issues. • Excellent pattern recondition. The ability to identify question trends and alert training and management.

Primary Responsibilities: • Handling inbound and outbound support calls, live chats and emails, with the intent of resolving all first level support. • Contacting supplying teams via telephone to discuss and confirm delivery details, and updates. • Relaying delivery information to clients. • Acting as a liaison via internal chats and email communications between retail clients and brokers. • Refills orders via web site partner sites to assist clients. • Fields inbound support calls for partner sites. • Troubleshooting and answering general questions related to client ticket requests. • Contacts Broker partners via telephone to discuss and confirm delivery details, and updates. • Coordinates delivery updates with clients. • Fielding calls with FedEx for delivery updates. • Communicates with other internal departments as necessary.

Primary responsibility: Fielding inbound support calls and emails, with the intent of resolving all first level support.