Customer Service Associate

Fully Remote • Datascan - COPPELL, TX 75019

Datascan is a technology company whose mission is to help businesses make better inventory decisions one scan at a time. Through the provision of configurable software, fit-for-purpose scanning hardware, and access to real-time data, Datascan is the cost effective, high value option for retailers looking to take advantage of the accuracy, efficiency, and flexibility of our industry-leading inventory solutions. 

We operate using several key drivers for success which include -  

• Establishing lasting, collaborative client relationships that consistently exceed expectations,  

• Continually striving for excellence through innovation, technical expertise, industry knowledge and a relentless commitment to client care,  

• Being easy to do business with, in all that we do,  

• Attracting, developing, and retaining passionate, talented people in a culture of empowerment that inspires, challenges, and recognizes the contribution of every member of the Datascan team. 

Backed by private equity and with over 50 years of experience serving retailers, Datascan is the global leader in providing technology-led inventory counting solutions to world class retailers in over 42 countries.

Position Summary

The Customer Service Associate should be a motivated and customer-focused individual specializing in our SAAS product. In this role, you will be responsible for providing exceptional service to our customers, assisting them with technical issues, and ensuring their overall satisfaction. This is an entry-level position that offers excellent growth opportunities within our organization. 

Duties and Responsibilities

•  Handle incoming customer inquiries and issues via phone, email, and chat, providing prompt and accurate responses 

• Identify and troubleshoot technical problems reported by customers, working closely with more senior team members to resolve issues effectively 

• Guide customers through product features and functionalities, explaining processes and providing step-by-step instructions 

• Ensure high customer satisfaction by maintaining a friendly and professional demeanor, actively listening to customers' concerns, and taking appropriate actions to address them 

• Document customer interactions, including details of inquiries, issues, and resolutions, in our customer relationship management (CRM) system 

• Continuously expand product knowledge to stay up-to-date with new features and enhancements, enabling you to provide accurate and relevant information to customers. 

• Identify opportunities for improvement in customer service processes and workflows, contributing to the enhancement of customer satisfaction and operational efficiency. 

• Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction ratings. 

• Performs additional duties as assigned to support business needs

Qualifications

• Education – High school diploma or equivalent; relevant certifications or technical degrees are a plus. 

• Years of experience – entry level

• Effective verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner 

• Problem-solving and analytical skills to diagnose and troubleshoot customer issues effectively 

• Empathy, patience, and a customer-centric mindset to handle customer inquiries and concerns with professionalism and empathy 

• Ability to work in a fast-paced environment, multitask, and prioritize workload effectively 

• Familiarity with SAAS products, cloud computing concepts, and basic technical terminology is preferred 

• Proficiency in using CRM systems and other customer support tools is a plus 

• Availability to work flexible hours, including evenings and weekends, based on customer demand 

Work Ownership & Representation

Employees are hired based on their individual qualifications, including education, experience, and demonstrated ability to perform the responsibilities of the role. As such, the duties and responsibilities assigned to the employee must be performed by the employee themselves. Under no circumstances may work be subcontracted, delegated, or otherwise assigned to a third party without prior written authorization from the company.

Full Time/Part Time

Full time (40 hours per week).

Exempt/Non-Exempt

Non-Exempt

Work Location and Hours

• This role’s schedule corresponds with the assigned shift in the 24/7 support schedule.  This position may require periodic off shift working hours in the form of Service level overflow assistance.  To maintain consistent delivery of customer support between the shifts, off hour collaboration with other shift supervisors will be required, and timing of such meetings will be determined by a collective agreement between the parties.   

• This position is a remote position with occasional work from the office for business need.  Employees may be required to attend in-person meetings, trainings, or other business-related activities at designated company locations from time to time. Advance notice will be provided for any required onsite presence. All employees are expected to comply with these in-person requirements as part of their role.

• For remote positions, a primary work state must be established. Employees who wish to work remotely from a state other than their designated primary work state must obtain prior approval from Datascan. Approval is not guaranteed and may be denied based on business, legal, tax, or compliance considerations.

Physical Requirements

Work will be done primarily seated. Ability to walk around and move items as required when in the office – setting up meeting rooms, meals, and such. This role requires long periods of viewing a computer screen, working on a keyboard, and talking to various individuals.  

Core Values

All qualifies applicants must embody the characteristics outlined in our Core Values –

Ownership - We care, are accountable, and persevere.

• We take responsibility. We don’t wait - We are empowered to act.

• At Datascan, Details matter!

Collaboration – We are team-oriented, easy to work with, and open.

• We work together, ask how we can help, and celebrate as a team.

• At Datascan, Different perspectives matter!

Execution with Excellence – We are focused, relentless, and dedicated.

• We have a vision. We know what we want to achieve. We have the right people for the job. We question the status quo and embrace change.

• At Datascan, We measure what matters!

Solution- Oriented – We see solutions, not just problems. We have a positive attitude. We innovate.

• We ask the right question, focus on results, and welcome change.

• At Datascan, Doing what it takes to get the job done matters!

Do What’s Right – We make good decisions, act with integrity, and have respect.

• We behave in a way that does the right thing for our company, our people, and our customers.

• At Datascan, Doing the right thing matters!