Job Description
Customer Support Representative (IT) – Job Description
Reports to Operation Manager
The Customer Support Representative provides front-line support for customers using a client's transportation management software (TMS). This role focuses on resolving user issues efficiently, documenting outcomes clearly, and maintaining a high standard of professionalism in all interactions. The ideal candidate is detail-oriented, technically capable, and able to work independently with minimal supervision.
- Job Duties
- Respond to customer inquiries via email, ticketing system, and phone in a timely and professional manner
- Troubleshoot software issues, identify root causes, and provide clear resolutions or workarounds
- Document all customer interactions, issues, and resolutions accurately in the support system
- Escalate complex or unresolved issues to development or senior support staff as needed
- Maintain a strong understanding of system functionality and common workflows within the TMS platform
- Follow established processes for issue tracking, prioritization, and resolution
- Communicate clearly and professionally with both customers and internal teams
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.
- Adhere to internal Mind Over Data software development methodologies.
- Follows Mind Over Data’s best practices and documentation guidelines.
- Other duties as required.
- Basic Requirements
- Minimum of two (2) years of coursework in Computer Science or related experience
- Strong problem-solving and analytical skills
- Ability to work independently and manage tasks with minimal oversight
- Clear and professional written and verbal communication skills
- Strong attention to detail and organizational skill
- Preferred Qualifications:
- Experience with ColdFusion and/or SQL
- Prior customer support experience
- Work Environment
- Primarily desk-based role involving computer and phone work
- Interaction with customers and internal teams on a regular basis
- Fast-paced environment requiring prioritization and focus
Job Type: Full-time
Pay: $35,000.00 - $65,000.00 per year
- Benefits:
- Health insurance
- Paid time off
People with a criminal record are encouraged to apply
- Education:
- Associate (Preferred)
Work Location: Remote
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