Technical Support Specialist at project44

| Chicago
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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
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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’s the vibe like in the office?

When I interviewed, I was instantly attracted by the company culture, its ambiance, liveliness, and healthy vibe. I was impressed with the charisma and enthusiasm of every person I met. Our teams are highly motivated and diverse talent bringing unique experiences and knowledge with them. The vibe is upbeat driven collaboration!

Ravneet Sidhu

Senior Software Engineer in Test

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 is no set track for career growth so you can take advantage of a lot very quickly. You can work on different projects and teams, develop new processes, build and improve something internally - you are able to advance and get real hands on experience.

Nate Puskaric

Strategic Account Executive

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 are some social events your company does?

I love being apart of our Culture Committee. If you have an idea, you're encouraged to share! The committee includes team members across the company and we regularly host events like potlucks, lunch and learns, company outings, volunteer events, intramural sports, & happy hours. The people that I work with are the best- never a dull moment.

Marc Harland

Carrier Onboarding Lead

What are project44 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
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