IT Support Specialist

Hiring: IT Support Specialist

At FreightWise

Location: Nashville, TN

Hours: Fulltime, Monday through Friday, flexible hours

Pay: Hourly based on experience

Who we are:

At FreightWise we combine agile tech development with deep industry expertise to provide transportation management services, and software for small and mid-sized shippers. Founded in 2015 and 7 years on the INC. 5000 list. FreightWise was voted one of the Best Places to Work by the Nashville Business Journal.

Summary:

The IT Support Specialist is responsible for providing exceptional service and support to customers, acting as a liaison between the company and its clientele. This role requires expert-level knowledge of the company’s products, services, and policies to deliver tailored solutions, ensuring a positive customer experience. The IT Support Specialist handles complex issues, manages customer expectations, and provides personalized guidance across various communication channels.

What you will do:

Provide customers with technical support via phone, email, chat, and remote tools
Build and maintain long-lasting customer relationships by understanding their needs and providing exceptional, personalized service
Address customer concerns in a professional and timely manner
Investigate customer requests, ensuring all interactions are responded with empathy
Ensure resolutions are found and customer is satisfied with the outcome
Be knowledgeable of company’s products, services, policies and industry trends
Inform customers of product features, to ensure they realize the maximum value of their purchase
Provide solutions to improve their overall experience
Work closely with internal departments to provide seamless customer service
Collect customer feedback on products and services to share with management teams
Make recommendations for improvements to processes, products, or policies based on customer feedback
Accurately document customer interactions and outcomes in the CRM system
Provide updates and reports on case status, customer trends, and their feedback
Monitor key performance metrics (KPIs) for resolution time, and satisfaction
Participate in ongoing training and development opportunities, with focus on industry best practices and service improvements

What you will need:

Proficient using CRM systems, customer service software, ERP software and G-Suite (Google)
Experience with technical troubleshooting or industry-specific knowledge (e.g., software, IT, Logistics)
High School diploma or equivalent, and 2 years of customer service experience is preferred
Excellent written and verbal communication skills, with the ability to adapt tone and approach based on customer needs
Exceptional listening skills with a customer-first mindset
Critical-thinking and problem-solving skills to resolve complex issues
Ability to work under pressure in a fast-paced environment, managing multiple cases simultaneously
Highly organized with attention to detail

What we provide:

Insurance: Medical, Dental, Vision, STD, LTD
Company paid Life insurance $50k
401(k), with match
Paid Time Off
11 Paid Holidays
Hybrid work and flexible schedules
Great work environment with opportunity for growth

E-Verify:

FreightWise participates in the federal government’s E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For all new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov and click on 'E-Verify' located near the bottom of the page.

Benefits: