Technical Customer Support Representative (L1 / L2)

Job Description

We are seeking a full-time, remote Technical Customer Support (TCS) Representative with 2+ years of Level 1 and Level 2 support experience in commercial software. You will use your critical thinking skills to listen to and understand customer needs offering timely solutions that drive value and customer satisfaction. You will be involved in all aspects of support including product demonstrations and customer education.

Our U.S. client is a trusted national provider of end-to-end, outsourced yard logistics. It specializes in sustainable, optimized, enterprise yard and transportation services and solutions for all sized yards across retail, manufacturing, and distribution sectors. The company offers decades of proven expertise from working with large shippers, leading Silicon Valley companies, and top-tier consulting firms to provide reliable, high-performance services, all while lowering the total cost of operations.

The company’s deep understanding of the operational challenges from multiple perspectives and its commitment to operational excellence, sustainability, and implementing cutting-edge technology, makes our client the go-to partner for enterprises seeking world-class, yard logistics solutions.

Responsibilities

  • Perform core functions of technical support, configuration tasks, and scheduling
  • Maintain high reliability in terms of on-time attendance and availability
  • Provide a timely response and resolution to all inbound customer support (phone, chats, and emails) to understand customer needs and feedback
  • Demonstrate understanding of the clients core products and common use cases engaging with customers effectively on their issues
  • Identify the root cause of customer issues as well as understand the steps to replicate, solve, and escalate when necessary
  • Stay updated on product knowledge to build and curate knowledge articles
  • Deliver excellent customer experiences

Experience

Required

  • Excellent written and verbal English communication skills
  • 2+ years of technical product support for commercial software products with at least 6 months of Level 2 support work
  • Experience with ticketing systems, such as HubSpot (preferred) and Zendesk
  • Ability to describe issues accurately, collect applicable documentation, and operate as a liaison between the product team and the customer
  • Possess great attention to detail and strong organizational skills
  • Proven experience in a vibrant, dynamic startup environment
  • Demonstrated ability to work independently or within a broader team
  • Trustworthy, team-oriented, and transparent

Desired

  • Experience working with U.S. companies
  • Familiarity with the yard management industry
  • Awareness of logistics and supply chain management

Additional Info

  • Enjoy a fun, fast-growing entrepreneurial company
  • Be part of a highly collaborative learning culture share knowledge, be inclusive, learn and grow together. Embrace teamwork!
  • Knowing your ideas are heard and matter – think big!
  • You get to own your job and be recognized for your contributions
  • Work with smart and creative people
  • Making mistakes is human. Let’s learn from them. Be transparent!
  • We recognize you as an individual – no presumptions or judgment. Be the extraordinary you!
  • 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
  • Start: ASAP

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