Customer Support Specialist

At Alvys, customer experience is at the core of our business. As a Customer Support Specialist, you will represent our company across our customer base in the freight and logistics arena. Alvys Transportation Management System represents a comprehensive overhaul of our customer’s operating procedures and systems. As such, your work will be directly responsible for providing our customers with world-class customer support across multiple channels. You will need to have a strong sense of urgency and problem-solving skills as you navigate requests and issues.

This is a full-time, long-term role at an ambitious, early-stage company. As such, it might require you to wear multiple hats, think creatively, and adaptively navigate unstructured terrain.

Customer Support Specialist Responsibilities

• Help manage customer accounts by providing world-class service and support
• Effectively handle high volume of customer tickets across various channels (email, chat, phone) and multiple systems
• Dive deep into customer issues and requests, ensuring necessary context is gathered for effective action to be taken. Triage issues and bugs between customers & engineering teams.
• Partner with team and manager to implement best practices and tactics that lead to outstanding customer support
• Help build trust with customers by providing timely responses & clear explanations around how they can leverage Alvys software to create efficiencies within their business
• Meet and exceed individual performance expectations on a consistent basis
• Effectively work and collaborate within a 100% remote team setting
• Help facilitate product feedback between customers, Customer Success and Product & Engineering teams
  
  

Customer Support Specialist Requirements

• Relevant experience in vertical SaaS, Customer Experience / Support or logistics roles
• Bachelor’s degree preferred
• Outstanding organizational skills and the ability to manage multiple tasks and requests.
• Results oriented; you always have your next goal in mind, and a plan to get there
• The drive and energy to balance multiple priorities at once
• Excellent verbal and written communication skills
• Computer skills, especially with CRM software
• Ability to work standard PST business hours
• Knowledge of supply chain technology trends and patterns is preferred
• Bilingual in English/Spanish is a plus