Customer Support Specialist
About The Position
WebCargo digitizes global freight sales for over 3,500 of the world’s largest logistics providers and carriers. Or, in plain English, we help move the world, offering incredible technology that powers almost a third of the global air cargo market, helping logistics players around the world digitize how they price, book and sell freight.
We’re not alone, either.
WebCargo is a proud part of the Freightos Group, a logistics technology company that aims to make global trade frictionless. We work with some of the largest companies in the world, are regularly featured in top-tier publications, make our families proud and are traded on the Nasdaq (CRGO).
Turns out, it’s kind of a big deal. As the leading global freight booking platform for a massive industry (the phone or computer you’re reading this on was, after all shipped), we’ve been crushing it with double-digit growth, year after year.
About the Position
But it’s our product that gets our customers excited (well, that and cake). And part of that is our support. Which is, as you expected, where YOU come in. As a Product Support Specialist, you will be our superhero technical expert on all our products, and you will use your expertise (superpowers) to turn our customers’ issues into ancient history. Our technology is what they see every day; you’re the person they turn to when they need support. And you’re damn good at it. Seriously. Like, really good at it.
Roles & Responsibilities:
- We help our customers move goods (even ingredients for cake!) around the world. You’ll help them by being the front line.
- Learn and know our products like the back of your hand so that you can answer customers’ questions and guide them through the system’s features and functionalities. Come to think of it, better than the back of your hand. Think about it - how well do you actually know the back of your hand?
- Acknowledge and resolve incoming customers' inquiries sent through Emails or chats so well that they’ll be sending you flowers next Valentine's Day.
- Use different methodologies to investigate issues, identify root causes, implement needed solutions, and take action items to prevent issues from recurring.
- Grab those Tarot cards. You’ll anticipate customer issues and address them proactively.
- Escalate system or customer issues to internal teams. You’ll be working alongside our Development, System Reliability Engineers, Product, Customer Success, and Data Services teams to provide customer support across different business units. Hey, maybe they’ll bring cake to a meeting. We’re kinda big on the cake thing.
- Ensure providing excellent service standards by applying best practices.
- Create needed documentations to share knowledge internally and externally. Everywhere, really.
Requirements
Basic Requirements
- Oh Romeo...you don’t need to be Shakespeare, but English proficiency is absolutely required alongside excellent communication skills.
- Customer-oriented mindset.
- As you can imagine, we’re pretty big on tech. We’re looking for self-motivated folks who got The Power to learn new tools/technologies independently.
- Detail and process-oriented and organized and don’t mind when we use the word and instead of commas.
- Flexibility to work rotating shifts which are planned ahead of time by the team in order to provide around the clock support. You will be assigned every 4 to 5 weeks to cover for a 1 PM - 10 PM shift. Cool if you eat cake during that shift. We do.
- A wizard at working with remote teams, showcasing exceptional teamwork and a history of turning group efforts into success stories
- Ownership to work independently.
Preferred requirements
- Bachelor degree in Engineering or Computer Science or relevant IT background OR an equivalent combination of education, training and experience.
- Experience with Ticketing Systems such as Zendesk, Jira, Intercom
- High level of Spanish.
What you will be offered at Webcargo
- Location: Barcelona, Spain… but only some of the time. We’re on an employee-friendly hybrid model.
- We believe that employees who get better make us all better. We strive for professional development and continuous learning. Apart from career support and guidance, you’ll be entitled to get an annual training budget for personal and professional development. No, you can’t use it on cool socks. But most other things go.
- Participation in the Long Term Incentive Plan (LTIP) of the Freightos Group.
- Ticket restaurant, Private Health Insurance and Flexible remuneration options for nursery, training and transport.
- Full-time position. Flexible schedule & intensive working hours on Fridays so that we have a long weekend 🙂
- Multicultural and open environment, full of great people from multiple countries. Over twenty languages, but all aligned on making global freight work better.
- Great office in Torre Glories with amazing views, located in the center of the technology HUB in Barcelona.
WebCargo, a Freightos Group company, is an equal opportunities employer and we make every effort to ensure that all potential employees are treated fairly and equally.
Please submit your CV in English.