Customer Support Specialist

Customer Support SpecialistAt Alvys, customer experience is at the core of our business. As a Customer Support Specialist, you will represent our company across our customer base in the freight and logistics arena. Alvys Transportation Management System represents a comprehensive overhaul of our customer's operating procedures and systems. As such, your work will be directly responsible for providing our customers with world-class customer support across multiple channels. You will need to have a strong sense of urgency and problem-solving skills as you navigate requests and issues.This is a full-time, long-term role at an ambitious, early-stage company. As such, it might require you to wear multiple hats, think creatively, and adaptively navigate unstructured terrain.Responsibilities:Provide support in English via email, chat, and phone with timely, accurate updates.Effectively handle high volume of customer tickets across various channels (email, chat, phone) and multiple systems.Dive deep into customer issues and requests, ensuring necessary context is gathered for effective action to be taken. Triage issues and bugs between customers & engineering teams.Write clear tickets for internal teams with impact, repro steps, and customer context.Help build trust with customers by providing timely responses & clear explanations around how they can leverage Alvys software to create efficiencies within their business.Maintain and improve knowledge base articles and troubleshooting runbooks.Identify recurring issues and propose improvements to reduce repeat tickets.Effectively work and collaborate within a 100% remote team setting.Qualifications:Fluent in professional English spoken and written13 years in customer support or logistics operations/supportExcellent verbal and written communication skillsOutstanding organizational skills and the ability to manage multiple tasks and requestsResults oriented; you always have your next goal in mind, and a plan to get therePreferred Qualifications:Familiarity with logistics/TMS concepts (loads, trips, settlements, EDI).Experience creating or maintaining knowledge base articles and macros.Basic comfort running simple API checks (e.g., using Postman) and reading JSON.What We Offer:A team committed to transforming the transportation and logistics industryYou will work directly with the executive and management teams of the world's leading experts in Transportation and LogisticsAbout Alvys:Alvys is the world's leading and fastest-growing software technology platform for the transportation and logistics space (TMS; Transportation Management System), a trillion-dollar global industry. Our mission is to help small to enterprise carriers and brokers thrive by boosting their business efficiency. We want to be the backbone of every trucking company, just like trucking companies are the backbone of logistics. We are tomorrow's TMS, today.For more information about Alvys, visit www.alvys.com.Equal Employment OpportunityAlvys is an equal opportunity employer and as such, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.We are dedicated to growing a diverse team of highly talented people. We're dedicated to building a workplace where we give each other the strategies, support, and space we each need to thrivebelieving in and bringing out the best of everyone.If you require any accommodations during the recruitment process, whether it be alternate forms of material, accessible meeting rooms, etc., please let us know and we will work with you to meet your needs.For information about Alvys's privacy practices, see our Privacy Policy.