Technical Customer Support Representative

GenLogs

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About The Position

The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs.
The Customer Support function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing
As a Technical CSR, you will serve as a central point of contact for users, resolving issues, troubleshooting bugs, and equipping users with GenLogs capabilities.
The primary focus of the Technical Customer Support Representative role is to provide world-class technical support to GenLogs’ day-to-day users. As a Technical CSR, you will have a direct impact on the customer experience and are vital to custom adoption of our data/software. You will serve as the initial point of contact for all technical questions, primarily via email and secondarily via Google Meet as necessary.

Requirements

• 3+ years experience in IT or technical user support
• Excellent written communication and documentation skills
• High ownership and follow-through in driving issues to resolution
• Strong understanding of APIs, webhooks, and relational databases
• SQL experience required

Nice To Haves

• B2B SaaS experience preferred but not required
• Transportation or Insurance experience preferred but not required

Responsibilities

• Develop a deep understanding and expertise of our platform, data, APIs, and customer base
• Create, Read, Update, and Delete: Manage ongoing CRUD within backend customer/user database to ensure proper permissions and access
• Respond to technical user questions and issues with urgency, clarity, and empathy via email/chat. For particularly complex issues, meet with customer technical teams via Google Meet
• Troubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs
• Document and take detailed notes in our support ticketing system.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Collaborate with Engineering and Integrations teams to translate user feedback into scalable solutions
• Assist Customer Success Managers in day to day technical support of users. This may include user onboarding, training, and ongoing office hours to user success

Benefits

• Healthcare
• Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
• Employer contribution towards premiums of optional higher-end plans
• Time Off
• Unlimited PTO
• Sick leave
• Company holidays (GenLogs observes all federal US Government holidays)
• Flexible leave for caregiving and medical needs
• Family Support
• Paid parental leave
• Professional Development
• Budget availability for approved professional development courses, certifications, and training
• Travel Support
• 100% travel reimbursement for all approved company travel and spending
• Retirement Savings
• 401(k) plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed