Customer Support Representative

Job Title: Customer Support Representative - Offshore, PortPro

Company Overview: PortPro is at the forefront of the drayage industry, driving change with our

innovative web-based operating system. As we continue to grow, we are shaping the largest

technology platform in the industry, dedicated to optimizing supply chains and making them

more efficient. Joining our team offers you the chance to contribute significantly to a crucial part

of the global economy - the supply chain. Our work does not only deliver solutions for ourselves

but creates a positive impact on society as a whole.

Position Summary: As an Offshore Customer Support Representative, you will serve as the

first point of contact for our customers during off-hours in the US. You will resolve support

requests, ensure customer satisfaction, and provide a seamless customer experience. Your role

is vital in maintaining strong customer relationships and contributing to our overall customer

success strategy.

Key Responsibilities:

? Respond to customer inquiries and support requests via email and chat, providing timely

and accurate assistance.

? Troubleshoot software issues and guide customers through steps to resolve them.

? Document customer interactions and track customer complaints from start to resolution.

? Collaborate with the Onboarding and Customer Success teams to ensure consistent

customer service and share insights from support interactions.

? Proactively suggest improvements to the support process to enhance the customer

experience.

? Stay updated on new product features and functionalities to provide accurate and

relevant solutions to customers.

? Participate in creating and updating self-service support materials.

Qualifications:

? 1-2 years of experience in a customer support role, preferably in a software or tech

company.

? Strong problem-solving skills and the ability to troubleshoot technical issues.

? Excellent verbal and written communication skills in English.

? Strong empathy and patience to deal with customers effectively.

? Good understanding of customer support principles and practices.

? Ability to work in a fast-paced environment and manage multiple priorities.

? Experience with customer support tools and CRM software, like Zendesk or Salesforce,

is a plus.

? Ability to work India hours (day shift) to cover US off-hours support.