Product Support Associate (Bilingual Spanish/English)

| Chicago | Hybrid
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As a bilingual 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. You will be supporting Spanish-speaking customers internationally, reaching Mexico, Central America, South America and Spain.

What you'll be doing:

  • Provide high quality support via phone, email and chat, helping our English and Spanish-speaking customers 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
  • 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. 

Who you are:

  • 1+ years working in a bilingual Spanish/English-speaking setting
  • Willingness to work 10AM CT to 6PM CT shift required
  • 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
  • Experience in SaaS or other tech startups a plus
  • 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 a plus

FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for the broadest network of Global 1000 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance and strengthen end-customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes, including truckload, LTL, ocean, rail, intermodal, last mile and parcel. The platform is optimized for mobile and equipped with market-leading end-to-end security.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • AzureFrameworks
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

110 North Upper Wacker Drive, Chicago, IL 60606

An Insider's view of FourKites

How does your team reward individual success?

We find that getting to know what motivates a team member allows us to give more valuable and appreciated rewards and recognition. It could be a team meeting shout out for a job well done, a gift card through our wish list program, an exciting new project that allows the employee to work with new teams or departments or even a spot bonus.

Amanda

Director, Talent & Development, Talent Acquisitions

What projects are you most excited about?

I had the privilege of being involved in the development of Appointment Manager and providing feedback when it was just a "simple" calendar designed to assist our customers in organizing appointments based on real-time ETAs. The utilization of this tool yields significant time savings, making it an undeniable favorite of mine.

Kayla

Customer Enablement Manager

How has your career grown since starting at the company?

From day one, I have been encouraged to explore my professional interests. I had only been an individual contributor in previous roles but was interested in people management – here, I have had the opportunity to grow into a manager role and the company has sponsored my participation in leadership programs to support my professional development.

Helen

Manager of Professional Services

How do you empower your team to be more creative?

The design team goes beyond being creative. We are strategic thinkers who execute scalable and sustainable product user experiences for our customers. Empathy is at the core of our design and more importantly, the entire FourKites company. I always encourage my team to think through our customer's lens in order to be the most impactful.

James

VP of Global User Experience

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
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated 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 insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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