Senior Associate, Product Support

About the role

Are you looking to be a SAAS Support Associate on a growing team? If yes, 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 a question about an integration to troubleshooting a bug so they can track an urgent shipment, you are the product expert that can help them with anything.

 Responsibilities

• Become a product expert - you will be the go-to resource for understanding how our product works
• Identify and recommend process improvements to deliver the highest level of customer satisfaction
• Partner with our engineering team to find and fix bugs before they impact our customers
• Proactively provide feedback to our product team about product improvement opportunities
• Work in coordination with the sales team and customer success team to provide product-based support to them
• Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams
• Educate and support all internal users by passing on product knowledge so that users become less reliant on support.
• Provide high quality support via phone, email and chat, helping our customers troubleshoot and resolve any issues that arise
• Provide product training & demos to internal and external customers
• Perform UATs on product releases

About you

• 3 -5 yrs of hands on support experience with global customers in the product support space
• Bachelors Degrees; knowledge in logistics would be desirable
• Fluent in English with excellent listening, verbal and written communication skills; ability to communicate in a foreign language is desirable
• Ability to extract, analyze and report on data; knowledge of database tables & SQL
• Intermediate to advanced knowledge of Excel required
• Working knowledge of Salesforce or other ticketing systems preferred
• Demonstrated technical knowledge --familiarity with cloud software and developer tools, and are eager to learn new skills
• Knowledge of web services, APIs preferred
• Knowledge of common data formats such as JSON and XML preferred
• Experience in SaaS or other tech startups a plus
• Able to work in night shift and/or weekend shift as required
• Demonstrated ability to organize and create structure out of sometimes ambiguous problems
• Demonstrated ability to troubleshoot complex issues and find resolutions
• Excellent critical thinking skills with an ability to find creative solutions
• Highly detail-oriented and focused on quality
• Customer-first attitude with strong sense of empathy and excellent follow-up skills
• Superior time management and organisation skills & 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

REQUIREMENTS

• Proficient in MS Office, Google Apps, and CRM tools
• Customer facing experience
• Experience in logistics or SaaS a plus

About Fourkites 

FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for the broadest network of Global 1000 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance and strengthen end-customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes, including truckload, LTL, ocean, rail, intermodal, last mile and parcel. The platform is optimized for mobile and equipped with market-leading end-to-end security.

FourKites’ Chennai office leads the charge in developing our real-time supply chain visibility platform, used in over 80 countries. Our engineers are constantly innovating to deliver the latest predictive visibility solutions, backed by our industry-leading machine learning algorithms.