Product Support Specialist
About the role
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 and email, 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
- Partner with our Engineering team to find and fix bugs before they impact our customers
- Proactively provide feedback to our Engineering team about product improvement opportunities
- Assist with creating and maintaining training documentation and help content
- Complete strategic projects as assigned
About you
You love variety and can manage multiple tasks at the same time. You can jump from a call to an email to a webinar, handling yourself with professionalism and instilling confidence each step of the way. You are obsessively organized, detail-oriented, and driven.
- Technical Knowledge - you love technology, are familiar with cloud software and developer tools, and are eager to learn new skills
- Thrive in fast-paced environments and are comfortable with ambiguity and lack of structure
- Entrepreneurial spirit - you make things happen and proactively step up when you recognize an opportunity
- Intelligent with strong verbal and written communication skills
- Superior organization skills and attention to detail
- Comfortable talking to a wide variety of people, including senior leadership
- Insatiable curiosity - you love learning new things
Requirements Bachelors degree from an accredited university
Proficient in MS Office, Google Apps, and CRM/Ticketing software
Experience in SaaS or other tech startups 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.