Tier 1 Application Support

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 Web Self Storage  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.

• 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 Web Self Storage  application and know how to identify when Web Self Storage  is/is not functioning correctly.
• Educate U-Haul affiliates concerning the Web Self Storage  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.

• 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)

• 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.

• Paid on-the-job training
• Full Medical coverage
• Prescription plans
• Weight Watchers
• Onsite medical clinic for you and your family
• Opportunities for advancement