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Mid to Mid+ Support Specialist
hace 3 meses
Key Responsibilities:
- Work closely with the development team to report software bugs and suggest improvements based on customer feedback.
- Create and maintain comprehensive documentation, including FAQs, user manuals, and knowledge base articles, to assist customers in navigating our software efficiently.
- Conduct virtual training sessions for customers to enhance their understanding of our software's features and capabilities.
- Monitor software performance and collaborate with the technical team to anticipate potential issues before they affect customers.
- Stay updated on the latest trends and advancements in carrier performance metrics and logistics software to provide informed support and suggestions to both customers and the development team.
Required Skills & Experience:
- 3+ years of experience in technical support, customer service, or a similar role, preferably in the logistics or software industry. Excellent verbal and written communication skills, with the ability to explain complex software functionalities in a clear and concise manner.
- Proven track record of delivering exceptional customer service and support.
Nice to Have Skills:
- Experience with carrier performance scoring software or similar logistics software.
- Basic knowledge of SQL or any other database querying language.
- Familiarity with software development processes and methodologies.
Prefered Skills and Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Logistics, or a related field.
- Industry certifications in software support or customer service are a plus.
Soft Skills:
- Strong problemsolving and analytical skills.
- Excellent interpersonal and communication skills.
- Ability to work independently and as part of a team.
- High level of patience and professionalism when dealing with challenging support scenarios.
