Mid to Mid+ Support Specialist
Description
We are seeking a dedicated and experienced Mid to Mid+ Support Specialist to join our dynamic team at a leading company specializing in carrier performance scoring software. Our innovative software anticipates how carriers will transport goods, optimizing logistics and enhancing supply chain reliability. The successful candidate will play a crucial role in providing top-notch technical support, guiding customers through our software's functionalities, and ensuring an outstanding user experience.
Key Responsibilities
- Provide technical support and guidance to customers via email, phone, and live chat, ensuring timely and accurate resolution of issues related to our carrier performance scoring software.
- 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.
- Strong understanding of software applications and the ability to troubleshoot technical issues.
- 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 problem-solving 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.