Technical Customer Support Representative
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Job Description
Technical Customer Support Representative providing support for GenLogs’ Truck Intelligence™ platform. Responsible for resolving user issues and enhancing customer experience with technical support.
Responsibilities:
- 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.
- 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
- 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.
Requirements:
- 3+ years experience in IT or technical user support
- Excellent written communication and documentation skills
- 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
- Unlimited PTO
- Sick leave
- Company holidays (GenLogs observes all federal US Government holidays)
- Flexible leave for caregiving and medical needs
- Paid parental leave
- Budget availability for approved professional development courses, certifications, and training
- 100% travel reimbursement for all approved company travel and spending
- 401(k) plan
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