About the Company
WiseTech Global is a leading developer and provider of software solutions to the logistics industry globally. Our flagship product, CargoWise, is a comprehensive, integrated, and global software platform designed to manage the complexities of international logistics. We are committed to innovation, excellence, and building a world-class team to support our expansive customer base across 165 countries.
Job Description
We are seeking a dedicated and technically proficient individual to join our global product support team as a Technical Product Support specialist. In this role, you will be the frontline for our clients, providing expert assistance for our cutting-edge SaaS logistics platform. This is an excellent opportunity for someone passionate about technology, problem-solving, and delivering exceptional customer service. You will be responsible for diagnosing and resolving technical issues, guiding users through complex functionalities, and contributing to the overall success of our product adoption.
Key Responsibilities
- Provide expert technical support for WiseTech Global's SaaS products via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex software and system issues, escalating to development teams when necessary.
- Guide customers through product features, best practices, and configurations.
- Document customer interactions, technical issues, and resolutions accurately in our CRM system.
- Collaborate with internal teams (product, engineering, sales) to ensure timely resolution of customer issues and feedback integration.
- Contribute to the creation and maintenance of a comprehensive knowledge base and self-service resources.
- Participate in ongoing training and development to stay current with product updates and industry trends.
Required Skills
- Proven experience in technical support or a related customer-facing technical role.
- Strong understanding of SaaS applications and cloud-based technologies.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills in English.
- Ability to work independently and as part of a distributed team.
- Proficiency in using help desk software and remote support tools.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience with logistics or supply chain software.
- Familiarity with SQL or basic scripting languages.
- Certifications in IT support or customer service.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness programs.
- Generous paid time off and flexible work arrangements.
- Opportunities for professional development and career growth.
- Access to cutting-edge technology and tools.
- Collaborative and inclusive work environment.
- Employee assistance program.
- Company-sponsored social events and team-building activities.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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