Product Support Associate at FOURKITES

| Chicago
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About the role

Are you looking to be a SAAS Product 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 request 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 8AM CT to 4PM 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 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
    • 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 in the Ogilvie Transportation Building, that's connected to all of downtown!

An Insider's view of FOURKITES

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 office is really a tight-knit community; people hang out outside of work, everyone gets along and it's a pleasant, open and collaborative culture. I really enjoy working for FourKites because of the great work-life balance, the fact there is a lot of growth opportunities, and I feel like I am working towards both my personal and company goals.

Georgios

Staff Accountant

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

Talent Acquisition Specialist

What are FOURKITES Perks + Benefits

FOURKITES Benefits Overview

We provide an elite tier of benefits, have a bias for promoting within, and an array of fun office perks, snacks, happy hours, team events, and company outings.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
FourKites has the "Fun Committee" to help create new happy hour ideas, spirit weeks, summer and winter parties, new swag ideas and co-ed sports teams.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
FourKites provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
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
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
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