Technical Support Specialist

You will be part of the Customer Support department at PortPro, playing a crucial role as a Technical Support Specialist or Technical Support Representative. Your responsibilities will include providing exceptional customer support to both internal staff and external stakeholders, such as Customers & 3rd Party Vendors. You will be responsible for answering inbound chats, emails, and inquiries. Additionally, you will act as a point of escalation within support 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. Your key responsibilities will include: - Providing exceptional customer support assistance to internal staff and external stakeholders - Answering inbound chats, emails, and inquiries - Troubleshooting and diagnosing steps to reproduce on complex technical software-related issues - Managing ticket queues of various complexity according to the department's SLAs - Interpreting and drafting technical documentation - Developing internal support training materials and playbooks related to complex ticket troubleshooting processes - Understanding API design, integration, and testing - Understanding http protocol - Handling Json format - Testing and debugging software errors In order to excel in this role, you are required to have the following skills: - Experience with ticketing systems and supporting US customers - SaaS support experience - Good business communication skills, both verbal and written - Capable of managing ticket queues of various complexity according to the department's 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 Joining PortPro's team will not only allow you to contribute significantly to the optimization of supply chains but also create a positive impact on society as a whole.,