Be an early applicantLess than 25 applicants

Company

Trucker Tools · 5 hours ago

Customer Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$40K/yr - $50K/yr

2+ years exp

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Hiring Manager

Jason Smith

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Responsibilities

Maintain a customer satisfaction rating of 90%+ on all support ticket responses

Resolve 70-80 support tickets per week

Handle inbound customer support calls

Escalate tickets to the engineering team when issues cannot be resolved by support

Provide data and recommendations to Account Management for ongoing customer training and to Product for potential feature improvements

Optimize support queue processes to ensure timely ticket resolution

Update support and user manuals as needed

Become proficient in our app on both iPhone and Android devices

Execute tasks in Retool, such as password changes, MC number updates, and email unsubscriptions

Identify and communicate potential system or server issues to the technical team

Gather and forward leads to Sales from inbound calls and emails

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SupportSaaS ExperienceCRM SoftwareTechnical Support SoftwareSupport Queue ManagementFreight Tech ExperienceIPhone App ProficiencyAndroid App Proficiency

Required

2-3 years of experience managing support queues in a SaaS environment

Demonstrated experience of customer satisfaction of 90+%

Experience working in a metrics oriented environment

Use of CRM (ex. Salesforce) and technical support software (ex. JIRA)

Preferred

Experience in freight or freight tech is a plus

Benefits

Medical

Dental

Life insurance

401k

Company

Trucker Tools

Trucker Tools’ all-in-one digital suite for freight brokers provides you with access to more trusted carriers of every shape and size than any other platform.

Founded in 2009

Reston, Virginia, USA

11-50 employees