Tier 1 Application Support

U-Haul International, Inc.; Phoenix (AZ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, dental & vision plans

Onsite medical clinic

401(k) + ESOP

Life insurance

Tuition reimbursement

Paid holidays & vacation

Employee training & development

EAP & wellness programs

Job summary

U-Haul International, Inc. is seeking a Tier 1 Application Support specialist to assist affiliates and end users with the WebSelfStorage application. This in-office role at the Midtown Phoenix campus emphasizes customer focus, technical savvy, and problem-solving under pressure.

The candidate will handle inquiries via phone and live chat, document issues, and escalate when needed. Strong communication skills and the ability to multi-task are essential for providing excellent service.

Qualifications

• 1–2 years in technical support or call center preferred.
• Strong customer-service orientation and positive attitude.
• Ability to multi-task while resolving issues.
• Excellent verbal and written communication.
• Typing speed 30 wpm or faster.
• Ability to follow instructions and troubleshoot basic software.

Responsibilities

• Provide support to affiliates and end users of the WebSelfStorage application via phone and chat.
• Understand and identify when WebSelfStorage is functioning correctly.
• Educate affiliates on the WebSelfStorage application and workflows.
• Maintain detailed, up-to-date notes on all tickets and escalations.
• Remain calm under pressure and diffuse upset customers.
• Document resolutions and assist with troubleshooting and issue resolution.

Skills

Customer service

Technical support

Phone etiquette

Chat support

Multi-tasking

Verbal communication

Written communication

Tools

WebSelfStorage

Job description

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.

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 WebSelfStorage 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.

Responsibilities:

• Provide support to U-Haul affiliates and end users regarding questions and/or problems concerning the WebSelfStorage application.
• Have a comprehensive understanding of the WebSelfStorage application and know how to identify when WebSelfStorage is/is not functioning correctly.
• Educate U-Haul affiliates concerning the WebSelfStorage 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.

Requirements:

• 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
• Dental & Vision plan with hearing care discounts
• Onsite medical clinic for team members and eligible family members
• New indoor fitness gym (Midtown Phoenix campus)
• CVS Virtual Care
• 24-Hour Nurse Line
• Wellness Program (Healthier You initiatives & challenges)
• Mindset App Reimbursement
• Pet Insurance & Wellness plans
• Opportunities for advancement
• Valuable on-the-job training
• Tuition Reimbursement Program
• Free online courses for personal and professional development at U-Haul University®
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• Company-paid life insurance
• Voluntary life insurance options
• Short-Term and Long-Term Disability
• Critical Illness, Accident & Hospital Indemnity plans
• Business & business travel insurance
• MetLaw Legal Program
• MetLife Auto & Home Insurance
• LifeLock Identity Theft Protection
• Dave Ramsey’s SmartDollar® Financial Wellness Program
• Paid holidays, vacation, and sick time
• You Matter Employee Assistance Program (EAP)
• Discounts on cell phone plans, hotels, computers, vehicles & more
• Community involvement & volunteer opportunities
• U-Haul Mothers Program (Paid maternity leave)

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.

Since 1945, U-Haul has been serving do-it-yourself movers and their households. Like many other successful ventures, the concept for U-Haul was generated out of need. After World War II, there existed the widespread need for do-it-yourself moving equipment that would be available on a one-way, nationwide basis.

U-Haul co-founders L.S. "Sam" Shoen and his wife, Anna Mary Carty Shoen, recognized that need and acted upon it. Their visionary approach spread the cost of ownership among many users, facilitating the mobility of the populations of the U.S. and Canada. The covered wagon of the pioneers morphed into orange U-Haul trailers. In the process, an industry was born.

U-Haul Holding Company and its family of companies, including U-Haul, have strived to create a culture of health and wellness. As of February 1, 2020, and consistent with applicable law, no U-Haul Holding Company or its family of companies will hire individuals in states where it may lawfully decline to hire individuals who use nicotine products (Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia and Washington). This policy will not apply to team members hired before February 1, 2020.