at MyCarrier, LLC in Scottsdale, Arizona, United States
Job Description
General Job Description:
The Customer Support Representative is an entry-level, technical support role responsible for assisting MyCarrier customers with platform navigation, general questions, and troubleshooting. While prior LTL shipping knowledge is not required, developing a strong understanding of LTL processes and terminology is a key component of the role. Representatives manage inbound inquiries via phone, email, and ticketing systems while troubleshooting issues within the MyCarrier platform and related carrier websites
Essential Functions:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Serve as the first point of contact for MyCarrier customers by answering general questions and resolving inquiries via phone, email, and ticketing system.
- Troubleshoot technical issues within the MyCarrier platform and related carrier websites, including rating, dispatching, tracking, and documentation workflows.
- Diagnose customer-reported problems by gathering details, identifying root causes, and guiding users through step-by-step solutions.
- Develop and apply knowledge of LTL shipping processes and terminology to effectively support customer needs.
- Escalate complex technical issues and potential platform bugs to the Customer Support Team Lead when additional assistance is required.
- Monitor and respond to inbound chats and tickets.
- Assist with customer account setup and platform navigation support.
- Provide general administrative and operational support as needed.
- Perform additional duties and special projects as assigned.
Knowledge, Skills and Abilities:
- Excellent verbal and written communication skills
- Strong Customer service skills
- Strong Problem-solving skills
- Attention to detail with a focus on quality
- Ability to explain technical topics in a non-technical way
- Ability to multi-task, and prioritize responsibilities
- Proficient with computers and common software applications (Word, Excel, Outlook)
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