Web Support Specialist

Responsibilities

Resolve Customer issues on proprietary platform timely and efficiently

Analyze trends and recommend Website improvements for the Customer Hub Team

Resolve tier 1 API integration issues, and provide back-up support to API analysts as needed

Provide subject matter expertise of shipment life cycle and supporting applications and processes

Develop intimate knowledge of business strategy, business models and processes in order to identify improvement opportunities and value-added capabilities

Work closely with the Customer Integration Manager to drive automating, scaling and continuous improvement of business and internal processes

Receive and respond to all users' inquiries, to include Reporting, Quoting, BOLs, Pickups, Tracking, and Invoice Inquiry

Conduct proprietary platform training with customers, RIMS, and Sales Associates

Integrate customers onto a proprietary platform

Troubleshoot API issues using Postman

Work effectively across teams and departments as well as directly with customers

Serve as subject matter expert for TMS platforms, training team members as required

Host or attend conference calls and meetings with external and internal customers

Perform initial root cause analysis for API and proprietary platform users, and upscale to the appropriate team

Research and resolve user credential failures to include high authentication error for API calls

Monitor and ensure all WebSupport tickets are current and progressing daily

Provide customer support beyond normal business hours when needed

Qualifications

Strong communication skills, both written and verbal

At least 3 years of experience in a similar position is required; freight industry knowledge is desirable

Must be able to work independently and in a team environment

Must be able to interact well with others

Good organizational skills

Customer support, Salesforce, and LTL experience are highly desirable Qualifications

Knowledge of HTML is desirable

API basic integration and Postman knowledge is desirable

Must be able to comply with all company policies, rules, procedures and Code of Conduct

Must be able to interact well with others

Must be able to work independently, or in a team setting

Must be capable of working under tight time constraints in a high volume environment with multiple priorities

Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines

Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check

Must be authorized to work in the United States

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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