Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers' networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.
Role Description
Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. This role will be responsible for supporting our customers with urgent product related questions. You must be well-versed in answering questions and troubleshooting. This role will report directly to the VP of Customer Success.
Your role:
Provide best-in-class ongoing support to existing customers and resolving issues in a timely manner
Answer inbound calls, respond to emails and tickets within the service level agreements
Work closely with other internal teams to understand the product and serve our customers well
Work closely with the Customer Success Managers to ensure cohesive communication with our customers
Demonstrate responsiveness in responding to internal and external communication with the ability to manage multiple priorities at one time
Other duties include troubleshooting technical problems and providing individual solutions for users of Highway's application
Makes and suggests updates to the application as required to address system bugs and issues and to ensure the accurate operation of the application
Qualifications
Hours for this role will be Monday-Friday, full time 40 hours a week with a 9:00am- 6:00pm schedule, in-office in Chattanooga
Prior Experience working in a customer service or support team for a software company is preferred
Exceptional verbal and written communication skills
Experience with Intercom is a plus
Technical aptitude and analytical problem solving skills
Familiarity with tools such as Active Admin for Ruby on Rails is a plus
Highly organized with a proven track record of managing multiple priorities within a deadline driven atmosphere
Transportation and logistics background is highly preferred