Why project44?
Our mission is to usher in a new era of trust and predictability to transportation and logistics, but there’s still a lot of work to be done(e)The industry is massive, as is the opportunity(e)We’re looking for bright, ambitious individuals to join our growing global team and help us enable a more productive and successful world.We’re changing the way the world ships, and we’re looking for you to help us get there!
Key Accountabilities
- People Manager over Ocean focused Support Analysts, and Technical specialists
- Escalation point for all levels of Support below the Support Manager
- Works directly with Technical Support Specialists to ensure process is followed and SLA’s are being met
- Ability to gain a high level understanding of API functionality and guide the team to the correct resources internally
- Owns the training process for new hires in Support and provides guidance for the full team
- Attends meetings relevant to Support that require a representative for Support
- Takes ownership of customer issues and sees problems through to full resolution when escalated on an as needed basis
- Actively participates in expanding Support and customer-facing knowledge base
- Works closely with other Operations Managers to ensure customer satisfaction
- Creates and runs ZenDesk reports to identify trends in cases, track team progress, and tackle issues with aging cases
- Responsible for driving teams success in meeting SLA’s, making deadlines, and improving KPI’s
- Works together with Global Support Team leads to ensure a smooth global process for the full team
Requirements and Preferred Skills
- Excellent communication skills – verbally and written
- Additional languages preferred
- BS degree in Computer Science, or equivalent experience preferred
- Minimum 5+ yrs of experience in customer-facing support role preferred
- Minimum 1+ yrs of experience managing direct reports
- General understanding of how software & technology companies operate/service customers
- Basic understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API transactions
- Strong problem-solving skills
- Excellent time management and multi-tasking skills
- Excellent client-facing, written and verbal skills
- Strong Excel skills
About project44
Since 2014, project44 has been transforming the way one of the largest, most important global industries does business(e)As transportation and logistics continues to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion(e)In just a few short years, we’ve created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes(e)Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.