Customer Support Representative - Tier 2

We are seeking an experienced Tier 2 Support Specialist. The Tier 2 Support Specialist is responsible for providing advanced technical support to customers and troubleshooting complex issues that cannot be resolved by the Tier 1 team. This role requires a deep understanding of PortPro products and services as well as excellent communication and problem-solving skills.

Responsibilities

• Provide expert-level technical support and guidance to customers, ensuring the successful resolution of complex issues related to the company’s products and services across multiple communication channels (phone, email, chat).
• Lead and manage escalated technical issues, applying advanced troubleshooting techniques to resolve high-priority customer challenges while maintaining alignment with company policies and service standards.
• Collaborate with cross-functional teams to identify and address recurring technical issues, offering strategic solutions that improve the customer experience and reduce future escalations.
• Mentor and provide guidance to junior team members, including Tier 1 and Tier 2 support staff, by offering technical expertise and assisting in the development of troubleshooting procedures and best practices.
• Document all customer interactions and resolutions in the company’s ticketing system, ensuring accurate and thorough records that contribute to knowledge management and continuous improvement efforts.
• Drive continuous improvement in both product knowledge and customer service by staying current on new features, releases, and service offerings, and proactively suggesting enhancements to internal processes and support workflows.
• Contribute to strategic initiatives aimed at enhancing the company’s customer service operations, including providing feedback on product development, support systems, and tools to improve service delivery and customer satisfaction.
• Evaluate and optimize internal processes and tools to ensure efficiency and scalability in customer support, identifying opportunities for automation or system improvements.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field preferred
• 3+ years of experience in technical support or a related field
• Strong understanding of computer hardware, software, and networking
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills
• Ability to work well in a fast-paced, dynamic environment
• Excellent customer service skills
• Knowledge of Freshdesk a plus

This is a full-time position with a competitive salary.

Please apply with your resume and if you are interested in this opportunity.

About Us:

At PortPro, we are revolutionizing the drayage industry with our premier web-based operating system. As a fast-growing company, we are building out the largest technology platform to optimize supply chains and make them more efficient. By joining our team at the ground level, you will have the opportunity to be a part of our company's growth and expansion as a global organization, while also making a significant impact on the world. Supply chains are a crucial part of the global economy, and by working to improve them, we are not only solving problems for our own benefit, but for the benefit of society as a whole.

Our team is like family. Working at PortPro, we want you to feel like you are part of the bigger picture, not just working for yourself. We are no drama and no ego. We work together and collaboratively to achieve the same goal. We are a team of smart, kind, hard working people. You’ll be surrounded by those that inspire you to bring your best self to work each day.

PortPro is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.