Customer Support Representative (IT)

Customer Support Representative (IT) – Job Description

Reports to Operation Manager

The Customer Support Representative provides front-line support for customers using a client's transportation management software (TMS). This role focuses on resolving user issues efficiently, documenting outcomes clearly, and maintaining a high standard of professionalism in all interactions. The ideal candidate is detail-oriented, technically capable, and able to work independently with minimal supervision.

Job Duties

• Respond to customer inquiries via email, ticketing system, and phone in a timely and professional manner
• Troubleshoot software issues, identify root causes, and provide clear resolutions or workarounds
• Document all customer interactions, issues, and resolutions accurately in the support system
• Escalate complex or unresolved issues to development or senior support staff as needed
• Maintain a strong understanding of system functionality and common workflows within the TMS platform
• Follow established processes for issue tracking, prioritization, and resolution
• Communicate clearly and professionally with both customers and internal teams
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.
• Adhere to internal Mind Over Data software development methodologies.
• Follows Mind Over Data’s best practices and documentation guidelines.
• Other duties as required.

Basic Requirements

• Minimum of two (2) years of coursework in Computer Science or related experience
• Strong problem-solving and analytical skills
• Ability to work independently and manage tasks with minimal oversight
• Clear and professional written and verbal communication skills
• Strong attention to detail and organizational skill

Preferred Qualifications:

• Experience with ColdFusion and/or SQL
• Prior customer support experience

Work Environment

• Primarily desk-based role involving computer and phone work
• Interaction with customers and internal teams on a regular basis
• Fast-paced environment requiring prioritization and focus

Job Type: Full-time

Pay: $35,000.00 - $65,000.00 per year

Benefits:

• Health insurance
• Paid time off

People with a criminal record are encouraged to apply

Education:

• Associate (Preferred)

Work Location: Remote