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Senior Associate, Product Support

FourKites

FourKites

Product, Customer Service
Chennai, Tamil Nadu, India
Posted on Friday, June 28, 2024

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.

Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity.

We are seeking a highly motivated and experienced analysts to join our dynamic team. The ideal candidate will be the go-to resource for understanding our product, providing exceptional support, and ensuring customer satisfaction. This role requires a blend of technical knowledge, problem-solving skills, and a customer-first attitude to effectively address and resolve customer issues.
What you'll be doing :

Product Expertise:

  • Become a product expert and serve as the primary resource for understanding our product’s functionality and features.

Customer Support:

  • Provide high-quality support via phone, email, and chat to help customers troubleshoot and resolve any issues.
  • Educate and support internal users, reducing reliance on support by passing on product knowledge.
  • Conduct user acceptance testing (UAT) on new product releases.

Process Improvement:

  • Identify and recommend process improvements to enhance customer satisfaction and operational efficiency.
  • Partner with our engineering team to detect and fix bugs before they impact our customers.
  • Proactively provide feedback to the product team on opportunities for product improvements.

Collaboration:

  • Work in coordination with the sales and customer success teams to provide product-based support and ensure seamless customer experience.
  • Follow standard procedures for proper and timely escalation of unresolved issues to appropriate internal teams.

Training and Demonstrations:

  • Provide training and demonstrations to internal and external customers, ensuring they are well-versed with our product.
  • Conduct product training sessions to enhance product understanding among users.

Data Analysis and Reporting:

  • Extract, analyze, and report on data to identify trends and areas for improvement.
  • Utilize knowledge of database tables, SQL, web services, and APIs to support technical troubleshooting.

Customer Focus:

  • Maintain a customer-first attitude with a strong sense of empathy and excellent follow-up skills.
  • Demonstrate the ability to troubleshoot complex issues and find creative solutions.
  • Stay flexible and adaptable in a fast-paced and changing technical environment.

Team Collaboration:

  • Act as a supportive team player, sharing newly learned knowledge and filling in for colleagues as needed.
  • Show superior time management, organizational skills, and attention to detail.

Who you are:

  • Experience: 3–5 years of relevant hands-on product support experience with global customers.
  • Education: Bachelor’s degree; knowledge of logistics is desirable.
  • Communication: Fluent in English with excellent listening, verbal, and written communication skills; ability to communicate in a foreign language is a plus.
  • Technical Skills:
    • Ability to extract, analyze, and report on data.
    • Knowledge of database tables and SQL.
    • Familiarity with cloud software, developer tools, web services, and APIs.
    • Knowledge of common data formats such as JSON and XML.
    • Experience in SaaS or other tech startups is a plus.
  • Attributes:
    • Demonstrated technical knowledge and eagerness to learn new skills.
    • Strong critical thinking and problem-solving skills.
    • Highly detail-oriented with a focus on quality.
    • Self-starter who seeks out challenges and is flexible.
    • Ability to organize and create structure out of ambiguous problems.

Who we are:

FourKites® is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world’s most recognized brands — including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies — trust FourKites to transform their business and create more agile, efficient and sustainable supply chains.

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. And we're always listening for new ways to support everyone in and out of the office.

Benefits

  • Medical benefits start on first day of employment
  • 36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days
  • Home Office setups and Technology reimbursement
  • Lifestyle & Family benefits
  • Annual Swags/ Festive Swags
  • Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.)