Customer Support Representative

GenLogs Corporation·Remote(United States)
Support
GTMExcel

WFA Digital Insight

The demand for skilled customer support representatives in the logistics and transportation sector has grown significantly, with a 25% increase in job postings in the last year alone. As companies like GenLogs continue to innovate and expand their operations, the need for talented professionals who can provide top-notch support to clients and internal teams has never been more pressing. With its cutting-edge Truck Intelligence platform, GenLogs is poised to revolutionize the industry, and this role offers a unique opportunity to be part of a dynamic team. Candidates should be prepared to showcase their excellent communication skills, technical aptitude, and ability to work in a fast-paced environment. Before applying, it's essential to understand the company's mission and values, as well as the requirements of the role, to ensure a strong fit.

Job Description

About the Role

The Customer Support Representative role at GenLogs is a critical part of the company's Go-to-Market (GTM) team, which is responsible for bringing the Truck Intelligence platform to organizations that rely on trustworthy, real-time freight visibility. As a Customer Support Representative, you will serve as the primary point of contact for users, resolving issues, troubleshooting bugs, and answering questions about GenLogs' capabilities. You will have a direct impact on the customer experience and play a vital role in customer onboarding, activation, and retention.

The GTM team at GenLogs is a dynamic and collaborative group that includes Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing. As a Customer Support Representative, you will work closely with these teams to ensure that customers receive the best possible support and that their needs are met.

The day-to-day responsibilities of this role will involve responding to user questions and issues via email and Google Meet, troubleshooting and resolving customer issues, and building out and maintaining a customer- and internal-facing knowledge base.

What You Will Do

  • Develop a deep understanding of the Truck Intelligence platform and customer base
  • Respond to user questions and issues with urgency, clarity, and empathy via email and Google Meet
  • Troubleshoot and resolve customer issues by guiding them through workflows and identifying user errors vs. product bugs
  • Build out and maintain a customer- and internal-facing knowledge base
  • Document and take detailed notes in the support ticketing system
  • Follow up daily on tickets to ensure that customers are taken care of as quickly as possible
  • Provide basic technical support and escalate more complex problems to the Engineering team as needed
  • Collaborate with Sales, Customer Success, and Product to translate user feedback into scalable solutions
  • Assist Customer Success Managers in day-to-day support of users, including user onboarding, training, and ongoing office hours

What We Are Looking For

  • Experience in customer support or a related field
  • Excellent written communication and documentation skills
  • High ownership and follow-through in driving issues to resolution
  • Attention to detail and accuracy
  • Empathy, patience, and a positive attitude
  • Experience with GTM and Excel
  • B2B SaaS experience preferred but not required
  • Transportation or Insurance experience preferred but not required
  • Strong technical skills and ability to learn new systems quickly

Nice to Have

  • Experience with support ticketing systems
  • Knowledge of logistics and transportation industry
  • Certification in customer support or a related field

Benefits and Perks

  • Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
  • Unlimited PTO and 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

How to Stand Out

  • Make sure to highlight your experience with GTM and Excel in your application, as these skills are highly valued in this role.
  • Showcase your excellent written communication skills by providing examples of clear and concise documentation.
  • Be prepared to talk about your experience working in a fast-paced environment and how you handle high-pressure situations.
  • If you have experience in the logistics and transportation industry, be sure to highlight this in your application.
  • Research the company's mission and values to understand the company culture and ensure a strong fit.
  • Practice your technical skills, such as troubleshooting and resolving customer issues, to be prepared for the interview process.
  • Don't be afraid to ask questions during the interview process to demonstrate your interest in the role and the company.

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