Customer Support Specialist

Location: Austin, TX

We are looking for a highly motivated, very punctual, customer focused technical support professional with a clean, professional appearance and a POSITIVE attitude to join our rapidly growing Customer Support Services team at our Headquarters office in Austin, TX. This professional will provide frontline support to our diverse customer base primarily of Transportation Logistics companies. You will be supporting the products and services associated with our Software-as-a-Service (SaaS) platform. This is a golden opportunity for the right person to join our rapidly growing company at the right time and be part of the growth. Leadership ambition is encouraged in this role with advancement opportunities.

Responsibilities:

  • Take inbound calls from the customer base, typically company dispatch personnel
  • Create a case for every call by logging customer calls into the company's ticketing system
  • Respond to customer-generated email tickets within established company SLAs
  • Identify customer concerns and issues
  • Address issues by answering questions, troubleshooting and resolving or escalating
  • Follow up to ensure customer issues are addressed
  • Make follow up calls to ensure customer is satisfied
  • Serve as a customer 'account liaison' for designated customers
  • Provide weekly customer 'check-in' reports identifying customer issues, concerns or suggestions

Qualifications & Skills:

  • Logistics/Dispatch software support experience a big plus!
  • Strong listening skills
  • Strong Negotiating skills: ability to reason and convince customers of course of action
  • Pleasant and personable approach addressing customers and co-workers
  • Works hard to ensure customer satisfaction
  • Shows empathy and understanding of customer concerns
  • Recognizes customer needs
  • Willingness to accept and take ownership of customer issues
  • Ability to work in a fast-paced environment and multi-task
  • Proficient in MS Office
  • Must be punctual - tardiness is not acceptable, nor is a pattern of absences
  • Business casual attire
  • References will be checked

Send your resume and cover letter here to submit your information.