What are the responsibilities and job description for the Specialist Product Support position at FourKites?
At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.
Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity.
The Customer Service team is the group of experts that can help our customers with anything they need to use the FourKites platform successfully. From a question about an integration to troubleshooting a bug, our customers, partners and employees rely on the Product Support team for quick and helpful responses. As the Specialist, Customer Service your charter is to deliver a best in class customer experience for any stakeholder interacting with our Customer Service team. The Specialist of Customer Service will play a key role in product modernization, and Enhancing platform experience for customers by providing Product feedback. Key behaviors to be successful in this role require an individual that strongly believes the organization is stronger as a team than as one individual, someone who is excited to learn newer products and coach the team on the same. FourKites brand is synonymous with best in class in the market and this carries through to each team member every day.
- Become a product expert - you will be the go-to resource for understanding how our product works
- Provide high quality support via phone, email and chat, helping our customers troubleshoot and resolve any issues that arise
- 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 implementation 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 product training & demos to internal and external customers
- 3-5 yrs of hands on support experience with global customers in the product support space - Preferable
- 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
- 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 organization 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
Who we are:
FourKites® is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world’s most recognized brands — including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies — trust FourKites to transform their business and create more agile, efficient and sustainable supply chains.
FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. And we're always listening for new ways to support everyone in and out of the office.
Benefits
- Medical benefits start on first day of employment
- 36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days
- Home Office setups and Technology reimbursement
- Lifestyle & Family benefits
- Annual Swags/ Festive Swags
- Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.)
