National Accounts Product Support Rep II

About DAT

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, with additional offices in Missouri, Oregon, and Bangalore, India. For additional information, see www.DAT.com/company.

The Opportunity

DAT is looking for a National Accounts Support Representative to join our Customer Support team in Beaverton, OR. In a dynamic call-center environment, you'll provide exceptional customer service, support, and training, utilizing Email, Chat, and Phone communication channels. Your role includes identifying sales opportunities, managing issues, and serving as a technical advisor, while also contributing to proactive system issue resolution. You'll collaborate with Enterprise Account Sales, relay customer feedback to Product Management and Engineering, and actively engage in pre-release product testing for quality enhancement. Precise customer information management and consistent high-quality work with thorough documentation are fundamental to your contribution.

What You’ll Do

• Deliver excellent customer service, product support, and customer training.
• Provide written and verbal communication to customers through Email, Chat and Phone support.
• Identify and communicate potential sales opportunities.
• Escalate and coordinate issues and resolution 
• Respond to open issues and function as a technical advisor 
• Proactively monitor and resolve or escalate potential system issues. 
• Help research and resolve Enterprise Account billing issues.
• Partner with the Enterprise Account Sales team.
• Relay customer requests and issues to Product Management and Engineering. 
• Participate in pre-release product testing, providing productive input as to how quality and customer satisfaction can be improved.
• Manage customer information accurately and confidentially.
• Produces consistently high quality work while maintaining excellent documentation.

The Skills and Experience You’ll Bring

• 3+ years product or technical support experience in a contact-center.
• Experience presenting to a variety of audiences via phone, in person, or webinars.
• Experience with Salesforce and Google Workspace preferred.
• High School diploma or equivalent considered. Associates Degree preferred. 

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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