Customer Support Representative

Role Overview: You will be part of the Customer Support department as a Technical Support Specialist or Technical Support Representative. Your main responsibility will be to provide exceptional customer support assistance to both internal staff and external stakeholders, including Customers and 3rd Party Vendors. You will be handling inbound chats, emails, and inquiries, and acting as a point of escalation within the support team to troubleshoot and diagnose steps to reproduce on more complex technical software related issues involving PortPro's API, container tracking, myApps connections, and 3rd party integration features. Key Responsibilities: - Provide exceptional customer support assistance via inbound chats, emails, and inquiries - Troubleshoot and diagnose steps to reproduce on complex technical software related issues - Handle escalations within support team - Manage ticket queue of various complexity according to department's SLAs - Interpret and draft technical documentation - Assist in developing internal support training materials and playbooks for complex ticket troubleshooting processes - Understand API design, integration, and testing - Understand http protocol - Handle Json format - Test and debug software errors Qualifications Required: - Experience with ticketing systems and supporting US customers - SaaS support experience - Good business communication skills, both verbal and written - Capable of managing ticket queue according to SLAs - Experience with interpreting and drafting technical documentation - Understanding of API design, integration, and testing - Understanding of http protocol - Experience in handling Json format - Experience in testing and debugging software errors (Note: Company Overview section omitted as it was not provided in the Job Description) Role Overview: You will be part of the Customer Support department as a Technical Support Specialist or Technical Support Representative. Your main responsibility will be to provide exceptional customer support assistance to both internal staff and external stakeholders, including Customers and 3rd Party Vendors. You will be handling inbound chats, emails, and inquiries, and acting as a point of escalation within the support team to troubleshoot and diagnose steps to reproduce on more complex technical software related issues involving PortPro's API, container tracking, myApps connections, and 3rd party integration features. Key Responsibilities: - Provide exceptional customer support assistance via inbound chats, emails, and inquiries - Troubleshoot and diagnose steps to reproduce on complex technical software related issues - Handle escalations within support team - Manage ticket queue of various complexity according to department's SLAs - Interpret and draft technical documentation - Assist in developing internal support training materials and playbooks for complex ticket troubleshooting processes - Understand API design, integration, and testing - Understand http protocol - Handle Json format - Test and debug software errors Qualifications Required: - Experience with ticketing systems and supporting US customers - SaaS support experience - Good business communication skills, both verbal and written - Capable of managing ticket queue according to SLAs - Experience with interpreting and drafting technical documentation - Understanding of API design, integration, and testing - Understanding of http protocol - Experience in handling Json format - Experience in testing and debugging software errors (Note: Company Overview section omitted as it was not provided in the Job Description)