Technical Support Analyst

| Chicago

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 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
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ReactLibraries
    • SpringFrameworks

Location

Located in the iconic art deco Merchandise Mart on the Chicago river and central to high energy restaurants, retail, and accessible public transit.
How project44 makes the world run faster, one global network at a time
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An Insider's view of project44

What are some social events your company does?

This is a fast paced environment where everyone is ready to be challenged; and our teams have high energy, fun, and are innovative. Our social events are rewarding and promote cross-departmental connections. From themed happy hours, board game nights, sponsored athletic teams, rooftop socials, lunch and learns, and team outings just to name a few.

Eric Bohl

Senior Technical Recruiter

How do you collaborate with other teams in the company?

From the start, I could tell that project44 was special; we're a group of really smart people who come together with the ability to experiment, try new things, and collaborate.

Portia LaMotte

Digital Marketing Manager

How does the company support your career growth?

There are things that I hoped to do at some point in my career-I've got to do many of them in the span of one year. I feel actively involved in our growth, and I love the opportunity that I have to learn and experience different parts of the organization. I don't know that I would get this much opportunity and exposure in one role anywhere else.

Aysha Ali

Senior Accounting Manager

What is your vision for the company?

We are ultimately building a world supply-chain network that fits within a much broader vision of applying modern technology, data science, and data flow technologies to an industry that's as old as time.

Will Hansmann

CTO

What makes someone successful on your team?

This is a fast paced environment where everyone is ready to be challenged. To succeed, you must be ready to change your mindset and move quickly to keep up.

Jispuneet Singh

Technical Project Manager

What are project44 Perks + Benefits

Culture
Volunteer in Local Community
Partners With Nonprofits
Friends Outside of Work
Eat lunch together
Daily Stand Up
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and Learns
Promote From Within
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