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Product Support Specialist

2 months ago

Chicago, United States WiseTech Global Full time

WiseTech Global is changing the world of logistics through technology. We build products using the latest software tools and the best hardware platforms and take pride in delivering solutions that make a significant difference for our customers, partners, staff, shareholders, and the logistics industry at large. Role Overview:

The Global Product Support (GPS) team offers an opportunity for a dynamic Product Support Specialist to join our Americas region team. Product Support Specialists are responsible for triaging, troubleshooting, and facilitating the resolution of a wide variety of customer-raised product support incidents for the CargoWise application. Primary responsibilities are, but not limited to:

Follow general incident management processes by monitoring incoming support incidents, assigning tasks to team members, and prioritizing based on urgency and impact on customers Maintain a streamlined workflow and ensure our customers receive timely responses Investigate complex incidents by gathering relevant information and conducting in-depth research and analysis to identify root causes Monitor various channels of communication and escalate incidents to the appropriate SME or product team for resolution Accurately record investigation steps, findings, and resolution for future reference Attend stand-up team meetings and actively participate as required Answer and manage global inbound support calls Experience & Skills:

Experience troubleshooting Level 1, 2, or 3 product incidents in a software or technical environment CargoWise, logistics, and/or software industry experience preferred Ability to work well independently as well as in an international, global organization Strong verbal and written communication skills Strong analytical and problem-solving skills Ability to excel and adapt in a fast-paced environment ITIL Certification or CargoWise One experience a plus We invest in our people from day one. We offer a competitive base salary, paid time off, development opportunities in the form of education assistance, mentorship, LinkedIn Learning, and more

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