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)