Customer Support Specialist - Tier 2

August 14

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PortPro

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drayage • container tracking • tms • transportation management system • intermodal

51 - 200

💰 $12M Series A on 2023-01

Description

• Provide light training, system configuration, phone, email and chat support to customers • Troubleshoot and resolve complex issues related to the company's products and services • Escalate critical issues to the Tier 3 team as needed • Provide assistance to other team members as needed prior to ticket escalation • Document all customer interactions and resolutions in the company's ticketing system • Continuously improve knowledge of PortPro’s products and services • Suggest new ideas to improve customer service

Requirements

• Bachelor's degree in Computer Science, Information Technology or related field preferred • 3+ years of experience in customer support or a related field • Strong understanding of software • Excellent verbal and written communication skills • Strong problem-solving and analytical skills • Ability to work well in a fast-paced, dynamic environment • Excellent customer service skills • Knowledge of FreshDesk a plus • Ability to work independently and collaboratively in a team environment • Available to work the hours of 8-5 PST