Customer Support Representative (Level 1) at MYCARRIER LLC

Scottsdale, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

07 May, 26

Salary

0.0

Posted On

06 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem-Solving, Attention To Detail, Technical Support, Communication, Multi-Tasking

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Description Title: Customer Support Representative Location: On Site – Scottsdale, Arizona Employment Type: Full Time in Office Benefits: Medical, Dental, Vision, Life, LTD/STD, Paid Time Off About us: MyCarrier provides SaaS (software as a service) products tailored to meet the needs of the Less Than Truckload (LTL) and Full Truckload (FTL) industry. Our mission has been to deliver never-before-offered technology that streamlines both the carrier and shipper experience to create exceptional business outcomes. Our difference is in our people. We believe that our team members are the greatest assets to our mission. We are driven to support our employees with all the tools and resources needed to support their individual talents. General Job Description: The Customer Support Representative is an entry-level, technical support role responsible for assisting MyCarrier customers with platform navigation, general questions, and troubleshooting. While prior LTL shipping knowledge is not required, developing a strong understanding of LTL processes and terminology is a key component of the role. Representatives manage inbound inquiries via phone, email, and ticketing systems while troubleshooting issues within the MyCarrier platform and related carrier websites Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Serve as the first point of contact for MyCarrier customers by answering general questions and resolving inquiries via phone, email, and ticketing system. Troubleshoot technical issues within the MyCarrier platform and related carrier websites, including rating, dispatching, tracking, and documentation workflows. Diagnose customer-reported problems by gathering details, identifying root causes, and guiding users through step-by-step solutions. Develop and apply knowledge of LTL shipping processes and terminology to effectively support customer needs. Escalate complex technical issues and potential platform bugs to the Customer Support Team Lead when additional assistance is required. Monitor and respond to inbound chats and tickets. Assist with customer account setup and platform navigation support. Provide general administrative and operational support as needed. Perform additional duties and special projects as assigned. Knowledge, Skills and Abilities: Excellent verbal and written communication skills Strong Customer service skills Strong Problem-solving skills Attention to detail with a focus on quality Ability to explain technical topics in a non-technical way Ability to multi-task, and prioritize responsibilities Proficient with computers and common software applications (Word, Excel, Outlook) Education and Experience: 1 year of customer support, technical support, or related experience preferred 1 year of call center experience preferred Transportation or logistics experience is a plus

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Responsibilities

The Customer Support Representative assists customers with platform navigation, general questions, and troubleshooting. They manage inquiries via phone, email, and ticketing systems while diagnosing and resolving technical issues.