Technical Customer Support Representative

Há 6 dias

Palhoca, Brasil Parade Tempo inteiro

Parade is the leader in providing capacity management tools to freight brokers and 3PLs. Our technology platform revolutionizes the digital landscape for our customers with the vision of becoming the Bloomberg Terminal for Trucking, an $800B industry. Our platform has already been recognized by Inc. Magazine, Business Insider, and FreightTech 100... and we're just getting started

**Technical Customer Support Representative (Brazil)**:
This is an opportunity to join one of the most advanced and fastest growing tech companies in the logistics and supply chain space. Having secured $12.7M in Series A funding last year, we are rounding out our growth mode to support our expanding customer and product base. In the last year alone, we've seen our revenue stream, customer base, and digital activity grow by 5x This newly created position will be an integral part of our Customer Experience team as we embark on the next phase of our growth.

This role is an individual contributor role reporting to the Manager of Customer Support.

**Responsibilities**:

- Investigate, identify the root cause, and thoroughly understand the customer issue. Respond directly to customers and work with Engineering and Product through issue resolution.
- Properly prioritize incoming tickets based on the issue's impact to the customer and/or user's business/workflow.
- Continuously produce documentation for internal troubleshooting and create repeatable triage processes for customer issues.
- Identify trends and themes that allow Customer Support to scale.

**What Success Would Look Like in Your First Few Months**:

- Reduced median response time and resolution time while maintaining high customer satisfaction levels
- Master troubleshooting tools and existing processes documented for all known issues while also contributing to tooling and process improvements
- Properly prioritize all tickets that come in from customers to increase customer satisfaction
- Know the go-to SME (e.g. On-call Engineer, Customer Success Manager, etc) when unable to triage an issue and request support and/or escalate to Support Manager as soon as possible.

**Basic Qualifications**:

- 2+ years of experience working at a brokerage or freight technology company
- Great communication, problem solving, investigation and troubleshooting abilities
- Ability to prioritize customer and team needs for tooling and enhancements with quantitative analysis

**Preferred Qualifications**:

- High level of attention to detail, empathy and understanding of the customer's needs
- Experience with support tools (e.g. Intercom) and data analysis (e.g. Metabase, Tableau, PowerBI)
- Industry expertise (specifically experience with TMS and logistics SaaS products)

***:
Parade is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, positive, professional, and respectful environment for all our employees.

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