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    Technical Support Specialist - Chicago, United States - project44

    project44
    project44 Chicago, United States

    3 weeks ago

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    Description

    Why project44?

    Our mission is to usher in a new era of trust and predictability to transportation and logistics, but there's still a lot of work to be done. The industry is massive, as is the opportunity. We're looking for bright, ambitious individuals to join our growing global team and help us enable a more productive and successful world. We're changing the way the world ships, and we're looking for you to help us get there

    We are looking for a passionate Technical Support Specialist to provide enterprise level technical support to our customers. You will be providing support via phone, web, email, chat and other channels as required. This position will report directly to the Customer Support Team Lead.

    Key Accountabilities

    • Take ownership of customer issues and see problems through to full resolution. This includes, but is not limited to:
    • Diagnosing, troubleshooting, and identifying solutions to reported problems
    • Identifying potential code bugs and escalating to the appropriate product or development teams
    • Maintaining prompt, ongoing, and accurate communications to customers and 3rd party stake holders throughout the course of a reported technical issue
    • Advocate for both customers and project44
    • Take ownership of expanding internal and external knowledge base via tech notes and customer-facing articles
    • Work closely with Customer Success to ensure customer satisfaction
    • Work closely with the Implementation team to support customer integrations as needed
    • Work closely with Team Lead and Product teams to assist in code defect resolution and fulfill enhancement requests
    • Handling all case escalations from Customer Support Analysts, working at a more technical level
    • Running test queries, SQL style reports & has a higher understanding of our customer and partner integrations

    Qualifications And Preferred Skills

    • BS degree in Information Systems, Computer Science, or equivalent experience preferred
    • Minimum 1+ yrs of L2 or similar work experience in customer-facing technical support, IT support or as a technical engineer
    • General understanding of software flow, execution, and development processes
    • Basic understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API transactions
    • Strong problem-solving skills
    • Excellent time management and multi-tasking skills
    • Excellent client-facing, written and verbal skills

    Diversity & Inclusion

    At project44, we're designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world-class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We're focused on creating a company where all team members can bring their authentic selves to work every day.

    We're building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture.

    project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we'd love to review your application

    For any needed accommodations during the hiring process, please email Even if you don't meet 100% of the above job description you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.

    More About Project44

    Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continue to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we have created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world's leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.

    A candidate will be asked to conduct a pre-employment criminal back ground screening test as a standard routine to minimize moral & integrity risks among our staff and to ensure Project44 is compliant with its internal pre-employment screening policy and SOC 2, Sarbanes Oxley Act and ISO 27001 compliance. We will only ask you to conduct a criminal background check when we believe it is proportionate to the role that you will fulfil within your team and/or department A criminal back ground check will be facilitated by our third party vendor Accurate who will assist you to get the appropriate documents from authorities in the country where you will be employed. Depending on the country where you will be employed your local authority will provide a Certificate of Conduct or similar document upon your request. If there are any costs related to screening, these will be borne by Project44. When our vendor Accurate will reach out to, you will be asked for your consent. We would like to emphasize that at all time you can decide to withdraw from the application process and/or to withdraw the consent to perform a screening test.

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