Customer Support Representative (Level 1)

This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/7356934

**General Job Description:\ **The Customer Support Representative is an entry-level, technical support role responsible for assisting MyCarrier customers with platform navigation, general questions, and troubleshooting. While prior LTL shipping knowledge is not required, developing a strong understanding of LTL processes and terminology is a key component of the role. Representatives manage inbound inquiries via phone, email, and ticketing systems while troubleshooting issues within the MyCarrier platform and related carrier websites\ **\ Essential Functions:\ ** Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for MyCarrier customers by answering general questions and resolving inquiries via phone, email, and ticketing system.
• Troubleshoot technical issues within the MyCarrier platform and related carrier websites, including rating, dispatching, tracking, and documentation workflows.
• Diagnose customer-reported problems by gathering details, identifying root causes, and guiding users through step-by-step solutions.
• Develop and apply knowledge of LTL shipping processes and terminology to effectively support customer needs.
• Escalate complex technical issues and potential platform bugs to the Customer Support Team Lead when additional assistance is required.
• Monitor and respond to inbound chats and tickets.
• Assist with customer account setup and platform navigation support.
• Provide general administrative and operational support as needed.
• Perform additional duties and special projects as assigned.

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills
• Strong Customer service skills
• Strong Problem-solving skills
• Attention to detail with a focus on quality
• Ability to explain technical topics in a non-technical way
• Ability to multi-task, and prioritize responsibilities
• Proficient with computers and common software applications (Word, Excel, Outlook)