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.ResponsibilitiesBecome a product expert and serve as the primary technical contact for both existing customers and new customer onboardingProvide 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 urgencyIdentify 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 enablementConsult with customers on setup decisions and share best practices so they get the most from the platformIntegrate the product with other customer products to enable the customer to maximize valueDocument and collaborate with the engineering and management teams regarding new features or adjustments to existing featuresClosely monitor customer engagement, usage, and happiness before, during, and after a customer's go-live dateRepresent the voice of the customer, providing input into core product, marketing, and sales decision-makingHandle a variety of issues that may arise during implementation and ongoing product use - always be ready to think on your feetDeliver excellent customer experiencesRequired ExperienceExcellent written and verbal English communication skills3 to 5 years of implementation or technical customer support experience in a software-as-a-service (SaaS) or software companyExperience 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 customerPrior experience documenting new features and getting your requests prioritized into SprintsProven track record of working with multiple stakeholders – customers, company management, and engineeringAbility 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 managementProject management experience – must have attention to detail and proven ability to track, prioritize, and follow through on action items without encouragement from othersProven experience in a vibrant, dynamic startup environmentDemonstrated ability to work independently or within a broader teamTrustworthy, team-oriented, and transparentPreferred ExperienceBachelor's degree in Computer Science, technical engineering, or Information TechnologyExperience working with US-based companiesFamiliarity with the yard management industryAwareness of logistics and supply chain managementAdditional InformationWhen you know your ideas are heard and matter, think bigYou get to own your job and be recognized for your contributionsWork with innovative and creative peopleMaking mistakes is human. Let's learn from them. Be transparentWe recognize you as an individual, with no presumptions or judgment. Be the extraordinary you15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidaysStart: ASAPAbout 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