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Customer Success Technical Support Specialist
2 months ago
Customer Success Technical Support Specialist
We are looking for a motivated Customer Success Technical Support Specialist who is eager to join a rapidly expanding logistics technology startup. This role will leverage your technical expertise to investigate, diagnose, troubleshoot, and resolve client challenges efficiently and effectively. You will engage with various systems, software, and hardware while adhering to established protocols to escalate unresolved matters to the relevant internal teams. This position is ideal for a Junior Developer seeking to grow, contribute, and pursue a career path in IT, Product Management, or Development.
Role Expectations
- Gain hands-on experience with diverse systems, software, and hardware.
- Engage in IT projects that enhance your skills.
- Explore career advancement opportunities in IT, product management, and development.
- Collaborate with multiple teams to achieve common goals.
- Receive mentorship from industry experts and professionals while learning on the job.
- Experience a dynamic and enjoyable startup culture.
Key Responsibilities
- Take ownership of client issues and ensure timely resolution.
- Utilize your technical background and tools to investigate, diagnose, troubleshoot, and create solutions for client issues.
- Follow established procedures for escalating unresolved issues to the appropriate internal teams.
- Field support inquiries via calls, chat, email, and other communication channels, providing friendly, prompt, and accurate responses to both internal and external stakeholders.
- Prepare and submit accurate and timely reports.
- Create and document knowledge in the form of technical notes, articles, and standard operating procedures.
- Perform other related duties as assigned.
Qualifications
- Bachelor's degree, Bootcamp certification, or equivalent experience in Information Technology or Computer Science preferred.
- Demonstrated experience in enterprise technical support, IT support, or as a technical analyst or engineer.
- Proficiency in JavaScript or other object-oriented programming languages is required.
- Experience working with REST APIs is essential.
- Familiarity with SQL querying is preferred.
- Understanding of agile methodologies is a plus.
- Strong problem-solving abilities.
- Excellent client-facing skills.
- Outstanding written and verbal communication skills.
About OneRail
OneRail is a leading innovator in Final Mile delivery technology. Our OmniPoint SaaS platform utilizes proprietary algorithms and artificial intelligence to facilitate efficient same-day delivery solutions for major companies.
OneRail has been recognized for its innovative approach in the Final Mile delivery sector and has received accolades for being one of the fastest-growing private companies.
Employee Benefits
- Competitive base salary
- Comprehensive health and wellness insurance with generous company contributions
- Company-paid life insurance and disability coverage
- 401K plan with company match
- Opportunities for continuing education
- Flexible paid time off policy
- Generous company-paid holidays
Onsite Employee Perks
- Relaxed work environment
- Standing desks available
- Recreational and video games
- Spacious breakroom and lounge area
- Stocked kitchen and refreshments
- Cappuccino machine
- Onsite dining options
- Convenient parking
