Technical Support Specialist / Customer Support Representative

Role Overview: As a Technical Support Specialist or Technical Support Representative at PortPro, you will be responsible for providing exceptional customer support assistance to both internal staff and external stakeholders. Your main duties will include answering inbound chats, emails, and inquiries while 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 to internal staff and external stakeholders - Answer inbound chats, emails, and inquiries - Troubleshoot and diagnose steps to reproduce complex technical software-related issues - Manage ticket queue of various complexity according to the department's SLAs - Interpret and draft technical documentation - Develop internal support training materials and playbooks relating to 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 - Capability 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 - Json format handling - Experience in testing and debugging software errors,