Tier 1 Application Support

United States This position is not eligible for employer sponsorship. Applicants must be legally authorized to work and must not require employer sponsorship.

Location:

20 E Thomas Rd, Phoenix, Arizona 85012 United States of America

To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance). Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach.

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)
• 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.

• Medical insurance
• Prescription drug plans
• Dental & Vision plan with hearing care discounts
• Onsite medical clinic for team members and eligible family members
• New indoor fitness gym (Midtown Phoenix campus)
• Get Fit Gym Reimbursement Program
• Registered Dietitian Program
• Weight Watchers® CVS Virtual Care U‑Haul…