Job Description

Junior Associate: Product Support About the role Are you looking to be a SAAS Support Associate on a growing team? If so, 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

Junior Associate: Product Support About the role Are you looking to be a SAAS Support Associate on a growing team If so, 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 helping customers to track urgent shipments to providing assistance to carriers hauling the loads, you will be the product expert and go-to person to help users when they reach out. About you 0 - 2 yrs of hands on suppoxrt experience with global customers in the Product Support space Bachelor's Degree knowledge of logistics would be desirable Troubleshooting experience is desirable Prior experience with customer support would be an advantage. Working knowledge of Salesforce or other ticketing systems is preferred Demonstrated technical knowledge and are eager to learn new skills Experience in SaaS or other tech startups is a plus Excellent critical thinking skills with an ability to find creative solutions Highly detail-oriented and focused on quality Customer-first attitude with a strong sense of empathy and excellent follow-up skills Superior time management and organization skills and attention to detail. Team player--supportive to other support specialists, collaborative, sharing newly learned knowledge with one another, and filling in for one another as needed Demonstrated ability to adapt to a fast paced and changing technical environment Self-starter, seeks out challenges Flexible Roles & Responsibilities Provide support to customers via phone and email leveraging internal resources. Triage and troubleshoot cases coming in from customers. Document all customer customer requests, contact information, and support issues in the ticketing system. Maintain a high level of Customer Satisfaction. Demonstrate empathy, patience and responsible judgment with every customer to ensure the best and most appropriate outcome based on each situation. Work as a team to deliver exceptional Customer Experiences in each support interaction Being open to changes and new approaches as required by the company. Requirements Clear, concise, and effective written and oral communication skills. Empathy towards customers and understanding their needs. Ability to thrive in a fast-paced performance-driven environment. Interest, curiosity, and openness to learning about new technologies. Flexibility in working in different rotational shifts This is absolutely mandatory because shifts and regions will be allocated based on business requirements.