Product Support Associate

| Chicago | Remote
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Join a fast-paced, innovative, data-driven start up named 2021 Best Tech Start ups In Chicago, that is changing the Supply Chain industry through real time tracking and end-to-end visibility.

As a Product Support Associate with FourKites, you will be the face of FourKites to our customers - their main point of contact for everything they need. From a question about an integration to troubleshooting a request so they can track an urgent shipment, you are the product expert that can help them with anything. 

What You'll Be Doing:

  • Provide high quality support via phone, email and chat, in order to troubleshoot and resolve any issues
  • Become a product expert - you will be the go-to resource for understanding how our product works
  • Identify and recommend process improvements to deliver the highest level of customer satisfaction
  • Partner with our engineering team to find and fix bugs before they impact our customers
  • Proactively provide feedback to our product team about product improvement opportunities
  • Work in coordination with the sales and operations teams to provide product-based support
  • Identify detailed solutions for customers and communicate effectively with leaders from enterprise customers. 
  • Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams
  • Educate and support all internal users by passing on product knowledge so that users become less reliant on support
  • Provide product training & demos to internal and external customers

About the team:

Our Product Support team is made up of passionate and innovative critical thinkers. We work across two geographically distributed cities on two separate continents to collaboratively troubleshoot our Fortune 1000 customers' most pressing transportation needs. 

What You'll Bring to the Team:

  • 1+ years experience in SaaS or other tech startups, preferably in a Support function
  • Demonstrated ability to adapt to a fast paced and changing technical environment required
  • Demonstrated ability to troubleshoot complex issues and find resolutions required
  • Demonstrated ability to organize and create structure out of sometimes ambiguous problems required
  • You love finding creative solutions to difficult problems
  • You are highly detail-oriented and focused on quality
  • You have a customer-first attitude with strong sense of empathy and excellent follow-up skills
  • You have superior time management, organization skills & attention to detail
  • You are a team player--supportive to other support specialists, collaborative, sharing newly learned knowledge with one another, and filling in for one another as needed
  • You are a self-starter who is constantly seeking out new challenges to solve

Preferred Qualifications:

  • Bachelor's Degree
  • Knowledge of web services, APIs preferred
  • Knowledge of common data formats such as JSON and XML preferred
  • Intermediate to advanced knowledge of Excel a plus
  • Demonstrated technical knowledge--familiarity with cloud software and developer tools, and are eager to learn new skills

About FourKites:

Named one of Forbes’ Next Billion-Dollar Startups, FourKites is on a mission to transform the world’s supply chains with the most powerful technology on the planet. With a customer base that includes 18 of the top-20 food and beverage companies and nine of the top-10 CPG companies, the company combines the largest network of real-time logistics data with machine learning to help its customers lower costs, improve on-time performance and strengthen end-customer relationships. We are a customer-obsessed organization, wholeheartedly committed to helping our customers succeed and drive long-term value. 

The empathy we exhibit with our customers applies internally, as well. At FourKites, a positive work culture is a priority, and team members benefit from structured employee development plans, mentorship and training programs, quarterly review and promotions processes, affinity group memberships and competitive benefits packages. Click here to learn more about our team and our corporate values.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

Modern office space with panoramic views of downtown Chicago. Located next to Union Station, that's connected to all of downtown!

An Insider's view of FOURKITES

How does your team reward individual success?

At FourKites, we LOVE tacos! We love them so much we use a recognition taco bot in slack to reward and recognize great work across all 3 offices. At the end of the month, the taco winner gets a gift card to get tacos somewhere in Chicago!

Amanda

Director, Talent & Development, Talent Acquisitions

What projects are you most excited about?

We are working on a project to add functionality to our platform that will increase our customer’s visibility and add flexibility to our integrations. This has required collaboration between multiple departments to ensure that the scoping of the multiple product enhancement tickets are detailed and address the problems of all stakeholders.

Ashley

Director, Carrier Operations-Customer Success

How does the company support your career growth?

Our career pathing has flexibility which allows me to leverage my strengths and career goals. This combined with a culture of open, honest communication has driven me to explore new leadership opportunities and collaborate with teams across the globe! Knowing that I have support from my teammates keeps me motivated, intrigued and excited.

Lauren

Talent & Development Manager, People Operations

What are some social events your company does?

A fun way we like to provide and share recognition is through our quarterly Cheers to Peers, Nice Cream Socials that Kaitlin, our Front Desk and Office Coordinator puts together. It's a great opportunity to provide recognition to others, mingle with different teams, and eat ice cream - what could be better!

Jenny

Senior Talent & Development Manager

What are FOURKITES Perks + Benefits

FOURKITES Benefits Overview

We provide an elite tier of benefits and wellness programs, have a bias for promoting within, and an array of global culture & connection programs and committees, such as DEI Employee Councils, FourKites Pride, and FourKites Women's groups.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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