Job Description

Role: Tier 1 Support ( Technical Support Specialist)

Description: 
As a Customer Success Technical 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.

Responsibilities:
- Assist customers with software systems, including troubleshooting, explaining technical language, and investigating to understand 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

Preferred 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.