Customer Support Representative (Level 1)

Title: Customer Support Representative (Level 1)

Location: On Site – Scottsdale, Arizona

Employment Type: Full Time in Office

Benefits: Medical, Dental, Vision, Life, LTD/STD, Paid Time Off

About us:

MyCarrier provides SaaS (software as a service) products tailored to meet the needs of the Less Than Truckload (LTL) and Full Truckload (FTL) industry. Our mission has been to deliver never-before-offered technology that streamlines both the carrier and shipper experience to create exceptional business outcomes. Our difference is in our people. We believe that our team members are the greatest assets to our mission. We are driven to support our employees with all the tools and resources needed to support their individual talents.

General Job Description:

The Customer Support Representative is responsible for answering general questions and troubleshooting technical issues for MyCarrier Customers who experience difficulties while using or setting up the platform. Customer Support Representatives will respond to these in-bound inquiries using the phone, email, and ticketing system.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Solve customer inquiries by answering product and service questions via phone, email, and ticketing system.
• Resolve customer issues, by clarifying the problem, troubleshooting the issue, explaining the best solution, then following up to ensure resolution and customer satisfaction.
• Escalate issues that cannot be troubleshooted and potential bugs to the Customer Support Team Lead.
• Monitor open chats and respond within established departmental SLA.
• Assist with customer onboarding and account set up as directed.
• Update and maintain customer accounts as directed.
• Provide support for general administrative tasks as directed.
• Other duties as assigned.

Requirements

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills.
• Strong Customer service skills.
• Strong Problem-solving skills.
• Attention to detail with a focus on quality.
• Ability to explain technical topics in a non-technical way.
• Ability to multi-task, and prioritize responsibilities.
• Proficient with computers and common software applications (Word, Excel, Outlook).

Education and Experience:

• 1 year of customer support, technical support, or related experience preferred.
• 1 year of call center experience preferred.
• Transportation or logistics experience is a plus.