Careers
Product Support Specialist - SaaS Trucking (Remote)
We are looking for proactive people, customer-service enthusiasts who are ready to work in a stress-free environment.
Responsibilities:
- Fully understand the products and services of Loginet Solutions
- Ensure timely technical support with existing customers using the ticket system, phone, or AnyDesk remote desktop software - our first-response time policy is 1 to 24 hours
- Escalate and prioritize unresolved tickets, identify possible improvements, provide feedback, and propose solutions proactively
- On-boarding new customers and handhold them throughout the process (1 or 2 days in-person support at customer's location may be required)
- Provide customer's employees with product training (remotely or in-person) - 10-session software training program schedule provided
- Develop and maintain a knowledge base of our products and solutions (writing product documentation and how-to articles in English, producing how-to videos with audio, if capable)
- Follow-up calls every 2 to 3 weeks to identify the needs and issues of existing customers
- Continuously improve through customer feedback
- Keep records of calls, suggest improvements to the development department, and note useful information (customer feedback) in our Hubspot CRM
- Be viewed by the customer as an industry expert on products and solutions offerings
Qualifications:
- Minimum 2 years relevant work experience in the IT / Transport customer service field (mandatory within the last 5 years)
- Experience utilizing remote-based software to provide technical support (mandatory within the last 5 years)
- In-depth knowledge of the intermodal transportation business is a strong asset
- Strong customer-centric and positive attitude
- Well-organized with attention to details
- Technologically savvy but also able to relate to our clients on a personal level
- Basic understanding of web technologies (HTML, CSS, JS) and web mobile development (NodeJS, JavaScript, React / RN) - training provided
- Excellent verbal and written communication skills
- Speaking another language (Spanish, French, Punjabi, Hindu, Arabic, Chinese, Russian, Romanian, etc.) is considered an asset
- Valid driver's license and vehicle required (some local traveling may be required)
Benefits:
- flexible working hours (as long as you get your work done and are available for important online meetings, you can choose your own hours)
- 100% remote position (work from anywhere you like: from home, a cabin in the mountains, a hotel room in Vegas, or a sunny beach in Florida)
- Competitive compensation based on your experience and enthusiasm
- 5% commission on new customers' successful onboarding
- extra bonuses for identifying existing customer needs and problems
- full training on our solutions
How to apply?
Please apply with your resume at info [at] draymate.com
Interested? Do you have a quick question? Chat with us right now.
If you are passionate about relationship building and enjoy the challenge of solving problems, then this position is made for you!
Together, we make things happen!