Technical Support

We are looking for a remote, full-time Technical Support and Implementation Specialist with 3 to 5 years of experience in technical customer support or implementation. In this role, you will successfully onboard our client's customers by simplifying and streamlining processes, leveraging the client's software as an end-to-end workflow and communications management solution. You will collaborate with sales, customer success, customer support, management, and engineering to deliver a world-class customer experience.

Our US-based client is a trusted national provider of end-to-end outsourced yard logistics. They specialize in sustainable, optimized enterprise yard and transportation services and solutions for yards of all sizes across the retail, manufacturing, and distribution sectors. They offer decades of proven expertise, having worked with large shippers, leading Silicon Valley companies, and top-tier consulting firms, to deliver reliable, high-performance services while lowering your total operating costs.Their deep understanding of operational challenges from multiple perspectives, along with their commitment to operational excellence, sustainability, and the implementation of cutting-edge technology, make our client the go-to partner for enterprises seeking world-class yard logistics solutions.

Responsibilities

- Become a product expert and serve as the primary technical contact for both existing customers and new customer onboarding
- Provide a timely response and resolution to inbound customer communications (phone, chats, and emails) – make sure to understand customer needs and provide feedback with a sense of urgency
- Identify the root cause of customer issues, understand the steps to replicate and solve the problem within the client's means, and escalate when necessary.
- Lead comprehensive customized onboarding and enablement
- Consult with customers on setup decisions and share best practices so they get the most from the platform
- Integrate the product with other customer products to enable the customer to maximize value
- Document and collaborate with the engineering and management teams regarding new features or adjustments to existing features
- Closely monitor customer engagement, usage, and happiness before, during, and after a customer's go-live date
- Represent the voice of the customer, providing input into core product, marketing, and sales decision-making
- Handle a variety of issues that may arise during implementation and ongoing product use - always be ready to think on your feet
- Deliver excellent customer experiences

Required Experience

- Excellent written and verbal English communication skills
- 3 to 5 years of implementation or technical customer support experience in a software-as-a-service (SaaS) or software company
- Experience with ticketing systems such as Zendesk and Hubspot (Hubspot preferred)
- Ability to accurately describe issues, collect applicable documentation, and operate as a liaison between the product team and the customer
- Prior experience documenting new features and getting your requests prioritized into Sprints
- Proven track record of working with multiple stakeholders – customers, company management, and engineering
- Ability to handle front-line customer/user communications all the way up to executive-level conversations – Talk tech/product with customers and talk business value with executive management
- Project management experience – must have attention to detail and proven ability to track, prioritize, and follow through on action items without encouragement from others
- Proven experience in a vibrant, dynamic startup environment
- Demonstrated ability to work independently or within a broader team
- Trustworthy, team-oriented, and transparent

Preferred Experience

- Bachelor's degree in Computer Science, technical engineering, or Information Technology
- Experience working with US-based companies
- Familiarity with the yard management industry
- Awareness of logistics and supply chain management

Additional Information

- When you know your ideas are heard and matter, think big
- You get to own your job and be recognized for your contributions
- Work with innovative and creative people
- Making mistakes is human. Let's learn from them. Be transparent
- We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you
- 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
- Start: ASAP

About VelozientWe are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We focus on providing world-class remote resources who work as valued members of client teams. If thi