KEY ACCOUNTABILITIES
- Assisting customers with understanding product functionality.
- Directing customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials.
- Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
- Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
- Troubleshooting application errors including thoroughly documenting what process they were using when they encountered the error, researching possible causes, and reviewing likely contributors.
- Assist our customers with routine administrative tasks.
- Escalating suspected software defects totheproduct developmentteam with well documented notes on troubleshooting performed.
- Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
- Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers.
- Participate in continuous learning, product rollout sessions, and other internal training opportunities.
- Provide support for multiple product lines.
QUALIFICATIONS, EXPERIENCE AND SKILLS
- BA/BS Degree in a technical discipline
- 4-8 years priorproduct support or professional service experienceto support software products
- Knowledge onsoftware configuration, data importing, and basic software troubleshooting.
- Ability to prioritize and stay organized to complete items by the deadline
- Comfortable and confident written and verbal communication with internal and external customersProficiency in SQL and Office tools
- Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Prior knowledge in freight forwarding or logistics industry preferred
