Customer Support Representative (Level 1)

MyCarrier, LLC•Scottsdale, AZ

21h•Onsite

About The Position

MyCarrier provides SaaS (software as a service) products tailored to meet the needs of the Less Than Truckload (LTL) and Full Truckload (FTL) industry. Our mission has been to deliver never-before-offered technology that streamlines both the carrier and shipper experience to create exceptional business outcomes. Our difference is in our people. We believe that our team members are the greatest assets to our mission. We are driven to support our employees with all the tools and resources needed to support their individual talents. The Customer Support Representative is an entry-level, technical support role responsible for assisting MyCarrier customers with platform navigation, general questions, and troubleshooting. While prior LTL shipping knowledge is not required, developing a strong understanding of LTL processes and terminology is a key component of the role. Representatives manage inbound inquiries via phone, email, and ticketing systems while troubleshooting issues within the MyCarrier platform and related carrier websites

Requirements

Excellent verbal and written communication skills
Strong Customer service skills
Strong Problem-solving skills
Attention to detail with a focus on quality
Ability to explain technical topics in a non-technical way
Ability to multi-task, and prioritize responsibilities
Proficient with computers and common software applications (Word, Excel, Outlook)
1 year of customer support, technical support, or related experience preferred
1 year of call center experience preferred

Nice To Haves

Transportation or logistics experience is a plus

Responsibilities

Serve as the first point of contact for MyCarrier customers by answering general questions and resolving inquiries via phone, email, and ticketing system.
Troubleshoot technical issues within the MyCarrier platform and related carrier websites, including rating, dispatching, tracking, and documentation workflows.
Diagnose customer-reported problems by gathering details, identifying root causes, and guiding users through step-by-step solutions.
Develop and apply knowledge of LTL shipping processes and terminology to effectively support customer needs.
Escalate complex technical issues and potential platform bugs to the Customer Support Team Lead when additional assistance is required.
Monitor and respond to inbound chats and tickets.
Assist with customer account setup and platform navigation support.
Provide general administrative and operational support as needed.
Perform additional duties and special projects as assigned.