Customer Support Representative

7 days ago

Surat, Gujarat, India PortPro - Asia Full time ₹ 15,00,000 - ₹ 28,00,000 per year

Company Overview:
PortPro is at the forefront of the drayage industry, driving change with our

innovative web-based operating system. As we continue to grow, we are shaping the largest

technology platform in the industry, dedicated to optimizing supply chains and making them

more efficient. Joining our team offers you the chance to contribute significantly to a crucial part

of the global economy - the supply chain. Our work does not only deliver solutions for ourselves

but creates a positive impact on society as a whole.

Job Description:

Department:
Customer Support

Role:
Technical Support Specialist or Technical Support Representative

Provides exceptional customer support assistance to both internal staff and external stakeholders (Customers & 3rd Party Vendors), answering inbound chats, emails, and inquiries. Acts as a point of escalation within support to troubleshoot and diagnose steps to reproduce on more complex technical software related issues involving PortPro's API, container tracking, myApps connections, and 3rd party integration features.

Required Skills:

  • Experience with ticketing systems and supporting US customers
  • SaaS support experience
  • Good business communication skills, verbal & written
  • Capable of managing ticket queue of various complexity according to the departments SLAs
  • Experience with interpreting & drafting technical documentation and aid in assisting to develop internal support training materials and playbooks relating to complex ticket troubleshooting processes
  • Understanding of API design, integration, and testing
  • Understanding of http protocol
  • Json format handling
  • Experience testing and debugging software errors

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