SaaS Support Specialist - Frisco, United States - Transplace
Description
** SaaS Support Specialist**
**Job Category****:** Analytics & Business Intelligence **Requisition Number****:** SAASS005994 Showing 1 location **Job Details**
**Description**
**PRIMARY JOB ACCOUNTABILITIES**
Customer Relationship (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)
Knowledge and Utilization of TMS (Working knowledge of TMS, as well as effective, timely and accurate data management)
**ESSENTIAL FUNCTIONS AND TASKS**
Establish and maintain effective relationships with Transplace SaaS Customers through professional and timely communications and inquiry responses
Use of JIRA, including request new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA
Train customer users on the TMS, leveraging knowledge of customer business practices and workflow
Onboarding new customers. Loading static data
User acceptance testing
**KNOWLEDGE AND EXPERTISE**
Transportation industry knowledge, including key terminology; and, general knowledge of primary customer industries
Knowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)
Knowledge of the Customer's Business (Knowledge and understanding of the customer product, ability to flowchart the customer's basic supply chain, speak the customer's language and understand the customer's key service measures, etc.)
The ""I am Transplace" Way (Protocols for answering the phone, e-mail, IM, etc. etiquette and professional standards)
Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)
Geographical Expertise (Geographical understanding of the continental US and Canada. Understanding of mileage as it relates to the passage of time.)
**SKILLS**
Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)
Basic Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time)
Basic EDI knowledge.
**TRAVEL**
This job will not require extensive travel
**EXPERIENCE**
Some logistics experience is required.
**EDUCATION**
High school diploma or GED is required
Bachelors degree preferred, but not required
**COMPANY**
Transplace, an Uber Freight company, powers one of the largest managed transportation and logistics networks in the world. Its tech-enabled services and solutions platform are backed by the combination of innovative technology and a dedicated team of domain experts, engineers, and data scientists. Transplace is committed to thrilling its customers by consistently improving supply chain performance and providing greater visibility and control of their logistics networks. Companies of all sizes rely on Transplace to deliver trusted outcomes through best-in-class logistics management, strategic capacity, and cross-border services.
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**EEOC**
Equal Employment Opportunity has been, and will continue to be, a fundamental principle of Transplace, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.
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