Technical Customer Support Representative

ABOUT THE GO-TO-MARKET TEAM

• The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs.
• The Customer Support function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing
• As a Technical CSR, you will serve as a central point of contact for users, resolving issues, troubleshooting bugs, and equipping users with GenLogs capabilities.

ABOUT THE JOB

The primary focus of the Technical Customer Support Representative role is to provide world-class technical support to GenLogs’ day-to-day users. As a Technical CSR, you will have a direct impact on the customer experience and are vital to custom adoption of our data/software. You will serve as the initial point of contact for all technical questions, primarily via email and secondarily via Google Meet as necessary.

WHAT YOU’LL DO

• Develop a deep understanding and expertise of our platform, data, APIs, and customer base
• Create, Read, Update, and Delete: Manage ongoing CRUD within backend customer/user database to ensure proper permissions and access
• Respond to technical user questions and issues with urgency, clarity, and empathy via email/chat. For particularly complex issues, meet with customer technical teams via Google Meet
• Troubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs
• Document and take detailed notes in our support ticketing system.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Collaborate with Engineering and Integrations teams to translate user feedback into scalable solutions
• Assist Customer Success Managers in day to day technical support of users. This may include user onboarding, training, and ongoing office hours to user success

QUALIFICATIONS

• 3+ years experience in IT or technical user support
• Strong verbal and written communication skills, with the confidence to troubleshoot issues directly with users over the phone
• High ownership and follow-through in driving issues to resolution
• Strong understanding of APIs, webhooks, and relational databases
• SQL experience required
• B2B SaaS experience preferred but not required
• Transportation or Insurance experience preferred but not required

BENEFITS

Healthcare

• Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
• Employer contribution towards premiums of optional higher-end plans

Time Off

• Unlimited PTO
• Sick leave
• Company holidays (GenLogs observes all federal US Government holidays)
• Flexible leave for caregiving and medical needs

Family Support

• Paid parental leave

Professional Development

• Budget availability for approved professional development courses, certifications, and training

Travel Support

• 100% travel reimbursement for all approved company travel and spending

Retirement Savings

• 401(k) plan