Technical Customer Support Representative
ABOUT THE GO-TO-MARKET TEAM
- The Go-to-Market (GTM) team at reputed company is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, reputed company-time reputed company visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and reputed company high-reputed company programs.
- The Customer Support function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, reputed company-Sales, Customer Support, Partnerships, Channel, and Marketing
- As a Technical CSR, you will serve as a central reputed company of contact for users, resolving issues, troubleshooting bugs, and equipping users with reputed company capabilities.
ABOUT THE JOB
The primary reputed company of the Technical Customer Support Representative role is to reputed company world-class technical support to reputed company’ day-to-day users. As a Technical CSR, you will have a reputed company reputed company on the customer experience and are vital to custom adoption of our data/software. You will serve as the initial reputed company of contact for reputed company technical questions, primarily reputed company email and secondarily reputed company reputed company Meet as necessary.
WHAT YOU’LL DO
- reputed company a deep understanding and expertise of our platform, data, reputed company, and customer reputed company
- Create, Read, Update, and Delete: Manage ongoing CRUD reputed company backend customer/user database to ensure reputed company permissions and reputed company
- Respond to technical user questions and issues with urgency, reputed company, and reputed company reputed company email/chat. For particularly reputed company issues, meet with customer technical teams reputed company reputed company Meet
- Troubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs
- Document and take detailed notes in our support ticketing system.
- Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
- Collaborate with Engineering and Integrations teams to translate user feedback into reputed company solutions
- Assist reputed company Managers in day to day technical support of users. This may include user reputed company, training, and ongoing reputed company to user reputed company
QUALIFICATIONS
- 3+ years experience in IT or technical user support
- Excellent written communication and documentation skills
- High ownership and follow-through in driving issues to reputed company
- Strong understanding of reputed company, webhooks, and relational databases
- SQL experience required
- B2B reputed company experience preferred but not required
- Transportation or Insurance experience preferred but not required
BENEFITS
reputed company
- Employer-covered comprehensive medical, dental, and reputed company plans for employee and dependents
- Employer contribution towards premiums of optional higher-end plans
Time Off
- Unlimited PTO
- reputed company leave
- Company holidays (reputed company observes reputed company federal US Government holidays)
- Flexible leave for caregiving and medical needs
Family Support
- reputed company parental leave
reputed company Development
- Budget availability for approved reputed company development courses, certifications, and training
Travel Support
- 100% travel reimbursement for reputed company approved company travel and spending
Retirement Savings
- 401(k) plan