Customer Support Specialist- Tier 2

At PortPro, we are revolutionizing the drayage industry with our premier web-based operating system. As a fast-growing company, we are building out the most comprehensive technology platform to optimize supply chains and make them more efficient. By joining our team at the ground level, you will have the opportunity to be a part of our company's growth and expansion as a global organization, while also making a significant impact on the world. Supply chains are a crucial part of the global economy, and by working to improve them, we are not only solving problems for our own benefit, but for the benefit of society as a whole.
We are seeking an experienced The Tier 2 Support Specialist. The Tier 2 Support specialist is responsible for providing customer support to customers and troubleshooting reported problems within PortPro's product suite. This role requires a deep understanding of PortPro products and services, capability to triage tickets, as well as excellent communication and problem-solving skills.

What You'll Do

• Provide light training, system configuration, phone, email and chat support to customers
• Troubleshoot and resolve complex issues related to the company's products and services
• Escalate critical issues to the Tier 3 team as needed
• Provide assistance to other team members as needed prior to ticket escalation
• Document all customer interactions and resolutions in the company's ticketing system
• Continuously improve knowledge of PortPro’s products and services
• Suggest new ideas to improve customer service

Who You Are

• Bachelor's degree in Computer Science, Information Technology or related field preferred
• 3+ years of experience in customer support or a related field
• Strong understanding of software
• Excellent verbal and written communication skills
• Strong problem-solving and analytical skills
• Ability to work well in a fast-paced, dynamic environment
• Excellent customer service skills
• Knowledge of FreshDesk a plus
• Ability to work independently and collaboratively in a team environment
• Available to work the hours of 8-5 PST

Our team is like family. Working at PortPro, we want you to feel like you are part of the bigger picture, not just working for yourself. We work in a no-drama, no-ego environment We work together and collaboratively to achieve the same goal. We are a team of smart, kind, hard working people. You’ll be surrounded by those that inspire you to bring your best self to work each day. 



We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.