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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?

    At project44 we're on a mission - to make supply chains work.

    project44 optimizes the movement of products globally, delivering better resiliency, sustainability, and value for our customers. As the supply chain connective tissue, we operate the most trusted end-to-end visibility platform that tracks more than 1 billion shipments annually for the world's leading brands. The undisputed leader in the market, project44 was named the Leader in the Gartner Magic Quadrant, #1 in FreightWaves' FreightTech 25, and the Customer's Choice in Gartner Peer Insights' Voice of the Customer report. project44 is headquartered in Chicago with a diverse and fast-growing, global workforce.

    If you're eager to be part of a winning team that works together to solve some of the most challenging supply chain challenges every day, let's talk.

    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
    • Employees are expected to contribute to our collaborative culture by working in the office three days weekly
    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 accommodation needed 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.
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