What are the responsibilities and job description for the Customer Service Specialist position at Highway?
About the Company:
Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.
Role Description
Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. This role will be responsible for supporting our customers with urgent product related questions. You must be well-versed in answering questions and troubleshooting. This role will report directly to the VP of Customer Success.
Your role:
- Provide best-in-class ongoing support to existing customers and resolving issues in a timely manner
- Answer inbound calls, respond to emails and tickets within the service level agreements
- Work closely with other internal teams to understand the product and serve our customers well
- Work closely with the Customer Success Managers to ensure cohesive communication with our customers
- Demonstrate responsiveness in responding to internal and external communication with the ability to manage multiple priorities at one time
- Other duties include troubleshooting technical problems and providing individual solutions for users of Highway’s application
- Makes and suggests updates to the application as required to address system bugs and issues and to ensure the accurate operation of the application
Qualifications
- Hours for this role will be Monday-Friday, full time 40 hours a week with a 9:00am- 6:00pm schedule, in-office in Chattanooga
- Prior Experience working in a customer service or support team for a software company is preferred
- Exceptional verbal and written communication skills
- Experience with Intercom is a plus
- Technical aptitude and analytical problem solving skills
- Familiarity with tools such as Active Admin for Ruby on Rails is a plus
- Highly organized with a proven track record of managing multiple priorities within a deadline driven atmosphere
- Transportation and logistics background is highly preferred
