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Draiver is an industry leading self-learning logistics platform that enables vehicle movement planning, coordination, and execution. We streamline management by connecting businesses to transport services and independent contract drivers, simplifying employment with quick and direct access to jobs and drivers, GPS routing and tracking, as well as providing digital documentation and payment options. Our all-in-one application provides you with the tools to better drive your business.We are seeking a dynamic Support Specialist to join our team. As a Support Specialist, you will play a crucial role in ensuring a seamless service for our partner drivers. Your responsibilities include facilitating smooth communication, categorizing tickets, and mediating interactions between drivers and customers. Your commitment to providing outstanding support, coupled with the ability to work independently, will be key to your success. NOTE - The working hours for this position will be either 2:00pm-10:00pm central time or 7:00pm-3:00am central time.Main ResponsibilitiesProvide timely and effective assistance to customers, addressing inquires and resolving issues with a focus on customer satisfaction.Manager customer interactions via various channels, including phone, email, and chat, maintaining a professional and helpful demeanorDocument and categorize customer inquiries and issues for analysis and improvementAnalyze key service performance indicators using Excel/Google Sheets for data-driven decision-makingFacilitate communication among different stakeholders, focusing on ticket resolution and proposing long-term solutions to minimize future incidentsCollaborate closely with the operations team to ensure efficient execution of SOPsAdapt to changing scenarios with flexibility and creativityContribute to the development of automated support with cross-functional teams to ensure scalabilityIdentify trends in customer feedback and communicate insights to the broader team for continuous improvementContribute to the development and maintenance of a comprehensive knowledge base for customer supportRequired skills and qualificationsProficiency in English and Spanish, Portuguese is a plus1 year of customer service experience in technology companiesFamiliarity with KPIs and data-driven decision-makingProficiency in Excel or Google SheetsGraduated in higher education or actively pursuing a degreeExperience with service/support management toolsExcellent communication skills, demonstrating understanding and empathy towards drivers' concerns and needsCustomer orientation with a priority on ensuring a positive experience for driversStrong organizational skills, maintaining accurate records of driver interactions and issue resolutionsProblem-solving ability to identify and resolve issues quickly, often under pressureAdaptability to varying demands and scenariosCollaboration skills, working effectively with other teams, including software development and customer service
