Product Support Associate
About the role
Are you looking to be a SAAS Support Associate on a growing team? If yes, this may be the role for you! 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 bug so they can track an urgent shipment, you are the product expert that can help them with anything.
Responsibilities
- Provide high quality support via phone, email and chat, helping our customers troubleshoot and resolve any issues that arise
- 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 you
- 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
Requirements
- Bachelor's Degree
- Willingness to work 11AM CT to 7PM 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
- 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 fastest-growing predictive supply chain platform, backed by top-tier VC firms in Silicon Valley, Boston and Chicago, delivering real-time visibility and execution for Fortune 500 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 ocean, rail, parcel and over-the-road. The platform is optimized for mobile and equipped with market-leading end-to-end security. We look for smart, agile, creative team players who are ready to roll up their sleeves and deliver for our customers.