Product Support Specialist

📋 Description

• • Join FourKites, a leader in AI-driven supply chain transformation, as a Product Support Specialist and play a pivotal role in ensuring our global clients can leverage our cutting-edge SaaS platform to achieve unparalleled efficiency, agility, and sustainability in their supply chains.
• • In this dynamic role, you will be at the forefront of customer success, providing advanced technical support for FourKites' B2B SaaS products. Your primary responsibility will be to meticulously analyze and diagnose complex technical issues, managing them from initial identification through to successful resolution.
• • You will delve deep into application logs, platform configurations, ERP/TMS data, and various third-party data sources to pinpoint the root cause of problems, demonstrating a strong analytical and problem-solving aptitude.
• • Communication is key; you will engage with a diverse range of stakeholders, including Global 2000 shippers, transportation and logistics companies of all sizes, and individual trucking operations. Your ability to communicate complex technical information in a clear, empathetic, and consultative manner, tailored to varying levels of seniority and technical expertise, will be crucial for client satisfaction and effective problem-solving.
• • Collaboration is integral to this role. You will work closely with internal teams such as Product, Engineering, Customer Success, Implementation, and Network Growth to gain a comprehensive understanding of issues, take ownership, and drive solutions that enhance the customer experience.
• • You will actively contribute to the continuous improvement of our support processes and product offerings by providing valuable feedback to the Product Operations team and the Support Documentation Lead, identifying gaps and opportunities within our technical documentation and customer-facing Knowledge Base articles.
• • For critical issues, you will be responsible for escalating them to senior technical teams, ensuring that clear, concise, and well-documented problem statements are provided to facilitate rapid resolution.
• • Beyond core support duties, you will serve as the Support Documentation Lead, taking ownership of the strategy, maintenance, and ongoing enhancement of the team's internal technical and process documentation library. This includes creating and updating troubleshooting guides, process documentation, and technical references.
• • You will proactively identify, prioritize, and address internal documentation gaps, drawing insights from support trends, team feedback, and upcoming product releases to ensure our internal knowledge base remains current and comprehensive.
• • A significant part of your role will involve coordinating cross-functional documentation projects, collaborating with Product Operations, Engineering, Product Management, and other key stakeholders to ensure documentation aligns with product development and business needs.
• • You will be instrumental in establishing and maintaining internal documentation standards, templates, and best practices for the entire support team, fostering a culture of knowledge sharing and consistency.
• • Furthermore, you will train and empower team members on documentation contribution and maintenance processes, ensuring widespread adoption and adherence to standards.
• • You will track the effectiveness of internal documentation through team feedback and utilization patterns, using these insights to drive continuous improvement and ensure resources are valuable and accessible.
• • This role requires a proactive approach to identifying opportunities for improvement within our support ecosystem, participating in team meetings and retrospectives to leverage your experience and contribute to making the team more efficient and effective.
• • You will act as the primary point of contact for internal documentation strategy and maintenance, ensuring a centralized and well-managed approach to our knowledge resources.
• • The ideal candidate will possess a strong technical aptitude, exceptional problem-solving skills, and a genuine passion for helping customers succeed with complex technology solutions. Your ability to thrive in a fast-paced, evolving environment and your commitment to continuous learning will be key to your success in this role.
• • You will contribute to a culture that celebrates differences, leads with empathy, and values inclusivity, working within a team of curious problem solvers dedicated to tackling real-world challenges.