Customer Support Specialist

1 month ago

Copenhagen, Denmark Portchain Full time
The role

Why should I be interested?

Did you know that 90%+ of all goods globally are transported by container carriers and terminals, with the largest container vessels being 400 meters long and able to transport 23K+ containers at a time - which sometimes accidentally blocks the Suez channel :)

At Portchain we pride ourselves on an excellent customer experience and support. You will be responsible for taking ownership of our Support process and tools. Ensuring all of our customers receive the best possible support day to day and also that our ways of working evolve as our products continue to scale.

You: You will manage all customer support requests using your experience, our support software, collaboration with the broader Portchain team and customers. You will also own the overall support process and drive its continuous improvement. You will also drive the improvement of our products by collecting user feedback and providing QA on releases

Our team: You will be a valued member of our ambitious multinational team with many different nationalities and backgrounds Amongst our varied credentials are a Ph.D. in Mathematical Optimization, a Master of Physics, and a Master of Political Science.

Our software: You will be providing support for our cloud applications that help container carriers and terminals coordinate and plan their operations, helping them reduce emissions, save costs and improve user experience in an industry dominated by spreadsheets and legacy systems

Our customers: We are a comapny with enterprise-size customers. That being said, our day-to-day operations are very pragmatic, and our customers value our quick response and resolution. Most of the user issues, questions, and requests will come from the more operational part of our customers, so here, things move fast.

At Portchain, the work environment is fast-paced and dynamic, as we are constantly challenging ourselves to deliver leading-edge solutions for our clients. A career at Portchain means working on some of the toughest problems in the shipping industry and challenging the status quo. While we attract top talents based on their desire to solve complex problems, we also believe in a transparent work environment with a healthy work-life balance

What you’ll be doing

  • Responsible for managing day to day customer support requests (e.g, qualifying and triaging requests, understanding the root cause and responding appropriately)
  • Ensure that all support SLAs are met while providing a great customer experience to our range of international customers
  • Solve some support issues yourself using your own knowledge of best practice solutions, the wider Portchain knowledge base and Portchain tools
  • Work with the broader Portchain team to resolve more technical support requests which require specialist support
  • Continuously improve how support is managed (e.g., process, tools) to ensure we can meet the needs of our growing customer base
  • Collect feedback from our users to better understand their needs and user this customer centric view to provide QA support on releases

Requirements

Let’s connect If You …

  • Have around 2-3 years of experience in SaaS-based customer support
  • Have a deep and demonstrated understanding of Customer Service
  • Have strong prioritization and collaboration skills
  • Can keep calm and retain a positive attitude, even in stressful situations
  • Are able to work independently and in a team environment
  • Master written and spoken English (all support requests in English)

Benefits

The classics

Competitive salary, flexible working environment, kick-ass lunch (If in CPH) and amazing colleagues.

Your growth

There is clearly more to a job than “where do I sit” - It’s about culture, it’s about social connections. It’s about helping each other become productive team members. That is why the Portchain employee-journey is a journey of growth. As the company grows, we want you to grow, contribute and develop with it. We take pride in each individual contributing in their distinct way - it is not just about where you are, but also where you want to go in your career - we want to go there with you

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