Customer Support Specialist

About 3G

Are you innately curious, and fascinated by the world around you? Ever wonder how the things in that world move? Chances are every object you encounter spent time on at least one truck. Welcome to the $700 billion world of over-the-road trucking in the U.S. (part of the $9 trillion global logistics market)! How about an opportunity to have an impact on how all of those trucks, with all of that freight, move from factories and ports to warehouses and stores?

3G, with its Transportation Management & Shipping Software suite, is having that impact, and needs your help. Our software products help our customers grow by moving more shipments, for more customers, with nothing in the way. Being a part of our growth story means being a part of theirs, too, and we think that’s pretty cool! So, about our Solution Engineering position…

Summary of Position

We need an ambitious and skilled Customer Support agent who will work with our customers to resolve software problems after our clients go-live as well as being available to answer high level customer questions about our software.

At 3GTMS You Will:

• Respond to customer tickets, calls and / or chats by:

• Learning about their situation (Reading and/or listening)
• Asking questions to better understand what may be wrong
• Troubleshooting
• Diagnosing and providing clear advice on how the client can resolve their issue
• Ensure that SLAs are met and quality service is provided

• Internally document ticket interactions to document progress, internal communication, data settings. screen shots etc
• Test and duplicate software problems reported by customers
• Create development tickets as needed to correct software problems.
• Bring your own personality to the role while following our standard troubleshooting and customer care philosophy.
• Appropriately and proactively escalate critical issues.
• Create and Maintain Help Center articles.
• Stay abreast of the newer software releases and industry changes
• Other job duties as assigned by management

You will thrive in this role if you:

• Have a BS degree in Logistics, IT, or Engineering or have 3-5 years prior customer facing software support/troubleshooting experience in a Cloud/SAAS environment.
• Have Knowledge of North American Over-the-Road modes (TL, LTL, Parcel, intermodal.)
• Are customer driven, results oriented and focused.
• Have outstanding verbal, written, and interpersonal skills with a great attention to detail.
• Have strong analytical and problem-solving skills regarding software issues.
• Maintain composure and a positive attitude during difficult situations
• Knowledge of ERPs such as NetSuite, SAP, Acumatica, Infor CSI is preferred but not required
• Willingness to work on evenings and/or weekends if the need arises.

• Call Center experience
• Experience with 3G Software
• Experience with integration technologies like JSON and XML

Levels – based on experience and ability to work independently.

· Customer Care Specialist

· Sr Customer Care Specialist