Senior Associate, Product Support Expert

4 weeks ago


Chennai, Tamil Nadu, India FOURKITES Full time

At FourKites, we're revolutionizing supply chain management with cutting-edge technology and a team of passionate problem solvers. As a Senior Associate, Product Support, you'll be at the forefront of this revolution, working closely with our engineering team to ensure seamless customer experiences.

Key Responsibilities:

  • Develop in-depth product knowledge and serve as a primary resource for understanding our platform's functionality and features.
  • Provide exceptional support to customers via phone, email, and chat, troubleshooting and resolving issues with ease.
  • Collaborate with internal teams to identify and recommend process improvements, enhancing customer satisfaction and operational efficiency.
  • Partner with our sales and customer success teams to provide product-based support and ensure a seamless customer experience.
  • Extract, analyze, and report on data to identify trends and areas for improvement, utilizing knowledge of database tables, SQL, web services, and APIs.

Requirements:

  • 3-5 years of relevant hands-on product support experience with global customers.
  • Bachelor's degree; knowledge of logistics is desirable.
  • Fluent in English with excellent listening, verbal, and written communication skills; ability to communicate in a foreign language is a plus.
  • Ability to extract, analyze, and report on data, knowledge of database tables and SQL, familiarity with cloud software, developer tools, web services, and APIs.

What We Offer:

  • Competitive compensation with stock options, outstanding benefits, and a collaborative culture.
  • 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work.
  • Parental leave for all parents, an annual wellness stipend, and volunteer days.
  • Ongoing learning and development opportunities, including a professional development program and Toast Master club.

About FourKites:

FourKites is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores, and beyond. We track more than 2.5 million shipments daily across road, rail, ocean, air, parcel, and courier, and reach over 185 countries. Our platform combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains.



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