project44 is revolutionizing the freight and logistics industry by applying cutting edge technologies to automate the entire lifecycle of freight shipments including quoting, scheduling, and real-time visibility. project44’s network of APIs is capable of optimizing the shipment lifecycle, empowering companies to deliver the best customer experience possible, and provide up to date data while cutting costs along the way.

We are looking for a passionate Technical Support Analyst to provide enterprise level support to our customers. You will be providing direct support via phone, web, email, chat and other channels as required. Responsible for demonstrating exemplary professionalism, and drawing upon his/her problem solving, critical thinking, organizational and technical skills to analyze and resolve customer challenges and ensure customer success. This position will report directly to the Team Leader, Customer Support.

Key Accountabilities

• Take ownership of customer issues and see problems through to full resolution. This includes, but is not limited to:
• Diagnosing, troubleshooting, and identifying solutions to reported problems
• Appropriately documenting all aspects of customer cases in internal systems
• Maintaining prompt, ongoing, and accurate communications to customers and 3rd party stake holders throughout the course of a reported technical issue
• Advocate for both customers and project44
• Take ownership of expanding internal and external knowledge base via the internal- and external-facing articles
• Work closely with Account Management and Customer Success to ensure customers are healthy
• Work closely with the Implementation team to ensure customer implementations are successful
• Play an influential role in growing project44 to the industry leader in technology

Requirements and Preferred Skills

• BS degree in Information Systems, Business Management, or equivalent experience preferred
• Minimum 1+ yrs of experience in customer-facing support role
• General understanding of how software& technology companies operate/service customers
• Basic understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API transactions
• Strong problem-solving skills
• Excellent time management and multi-tasking skills
• Excellent client-facing, written and verbal skills
• Must be legally authorized to work in the United States