Customer Support Representative

Vector s Customer Success organization is responsible for ensuring overall success of our product in the hands of our customers. Our goal is to deliver results beyond expectations, from initial engagement to go-live and through product expansion across our customers enterprise and the logistics ecosystem as a whole. This is a rapidly evolving space relatively new to modern technology, so balancing the day to day tactical with long-term strategic vision is paramount to our team s success.If you re searching for a collaborative, supportive team working on solving some of the most challenging logistics and supply chain challenges, we d love to hear from you!What You ll Do:In the Customer Support role, you ll be a lead contributor responsible for the end-to-end ownership of our customer issues, including, but not limited to:Diagnosis, troubleshooting, problem triage or our customers open issuesCommunicating solutions to our customersIdentifying and escalating potential issues as neededProactively communicating and closing the loop with our customers and all stakeholdersAssisting in customer conference calls as necessaryDocumenting issues for reviewGrowing your skills in querying, reviewing, and using data to improve the process and workflowWhat You'll Need to Be Successful In This Role:Experience within a customer-facing support role for a software product, such as helpdesk, IT support, or software product supportHands-on experience with a support ticketing system (such as Zendesk, or similar)Ability to identify and execute improvements to support tools and processesExceptional problem-resolution abilitiesAbility to multi-task while staying the course and following through on prioritiesSense of urgency and follow-through on tasksExcellent written and verbal communication skillsHigh emotional intelligence and empathy for the customerAbility to interface and collaborate with a broad set of people and job titles, from external clients to internal stakeholdersOur Benefits & Work EnvironmentEmployer Sponsored Medical, Dental, Vision, 401k, Life & Disability InsuranceFlexible Paid Time OffStock OptionsRemote WorkAmazing teammates & supportive cultureFlat org structure, offering startup growth & learning pathsAbout UsAt Vector, we know our economy relies on ground transport. And without trucks on the road making connections - on track, on schedule - business falls behind, leading to lost time and investment. Our mission: maximize efficiency throughout the entire freight lifecycle with our mobile technology, designed to achieve faster connection times and deliver new insights for logistics businesses everywhere.We re helping yesterday's trucking industry rethink and modernize today's logistics environment!