RWI Logistics is a solution-oriented logistics service provider that engages in long lasting customer partnerships located in Fort Thomas, Kentucky across the river from Cincinnati, and affiliated with the Castellini Company. Founded in 1896 on the original Cincinnati produce terminal market, Castellini Company is one of the oldest members in the produce industry and grew to be one of the largest distributors of fresh produce in the country. In 1974, Castellini purchased Riley Whittle, Inc, an asset based trucking company operating since 1954, to haul produce from the growing regions of the United States into the Midwest for customer distribution. RWI Transportation flourished using its own fleet and outside carriers to meet and exceed our customer service expectations. To focus on the rising demand of non-asset based logistics services, the strategic decision was made to separate RWI Logistics from RWI Transportation in 2013. Since our start, we have evolved to now offer services ranging from asset based transportation, freight brokerage services, and freight management. We act with a sense of urgency and deliver customer driven insights that are enabled by best in class technology, process standardization, and continuous improvement. Bringing Intelligence to your Supply Chain.

QUALIFICATIONS

• Proven experience in a customer support or help desk role, preferably in a remote setting.
• Excellent verbal and written communication skills in English.
• Strong technical troubleshooting and problem-solving abilities.
• Familiarity with ticketing systems and remote support tools.
• Ability to work independently in a remote environment while staying highly organized and productive.
• Customer-focused attitude with the ability to handle challenging situations with patience and professionalism.
• Basic knowledge of common software applications and operating systems (e.g., Windows, macOS, Microsoft Office).
• High-speed internet connection and a reliable home office setup.
• Flexibility to work various shifts, including evenings and weekends, as needed.

ABOUT THE ROLE

We are seeking a motivated and customer-oriented Help Desk Support (Offsite) professional to join our Customer Support team as a full-time hourly employee. In this role, you will act as the first line of support for our customers, ensuring their issues are promptly addressed and resolved with expertise and empathy. This remote position requires excellent problem-solving skills, strong communication abilities, and a commitment to delivering outstanding service in English.

WHAT YOU’LL DO

• Serve as the first point of contact for customers seeking technical assistance via email, phone, or chat.
• Diagnose and resolve technical issues related to products, services, and software systems.
• Provide step-by-step guidance and support to customers in a professional and approachable manner.
• Escalate unresolved issues to the appropriate internal teams while maintaining clear communication with the customer.
• Document and log all support interactions thoroughly in the ticketing system.
• Identify patterns in customer inquiries to suggest potential improvements to products or processes.
• Collaborate with other team members and departments to ensure seamless customer support.
• Maintain up-to-date knowledge about company products and services to provide accurate assistance.