Senior Associate - Product Support

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether its 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 products 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.