Job Description

Job Type: Permanent

Job Description:

As a Customer Success Support Representative, you will serve as an important primary support liaison between the company and the customer and are responsible for resolving complex customer-related software issues associated with the use of Shipwell’s TMS SaaS software

Key Responsibilities:

○ Assist customers with software systems, including troubleshooting, explaining technical language, and investigating to understand the customer issues
○ Submit, track, and report on customers’ technical issues
○ Develop solution guides to explain troubleshooting steps and common solutions for colleagues and customers to use
○ Curate and implement new processes and procedures to improve the Overall customer support experience○ Guide customers and carriers on how to utilize the platform based on their specific use case
○ Support CSMs with managing and handling operational scenarios through phone, email, and or video conferencing
○ Keep up with new software products and remain current on product updates
○ Understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels

Qualifications:

• Proven experience in technical support or a related customer service role.
• Knowledgeable with Logistics TMS systems
• Knowledgeable with Logistics Process
• Strong problem-solving and analytical skills.
• Excellent communication skills (written and verbal).
• Ability to work independently and collaboratively.
• Flexible and adaptable to shifting priorities and schedules
• Fast learner with a keen ability to grasp new systems and technologies.
• Multitasking skills with the ability to manage several support cases at once.
• Familiarity with support ticketing systems and basic troubleshooting tools.
• Willingness to work in rotational shifts or extended hours as needed.

Application Process:

Interested candidates should submit their resume and cover letter.