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Hiring: IT Support Specialist

At FreightWise

Location: Nashville, TN

Hours: Fulltime, Monday through Friday, flexible hours

Pay: Hourly based on experience

Who we are:

At FreightWise we combine agile tech development with deep industry expertise to provide transportation management services, and software for small and mid-sized shippers. Founded in 2015 and 7 years on the INC. 5000 list. FreightWise was voted one of the Best Places to Work by the Nashville Business Journal.

Summary

The IT Support Specialist is responsible for providing exceptional service and support to customers, acting as a liaison between the company and its clientele. This role requires expert-level knowledge of the company’s products, services, and policies to deliver tailored solutions, ensuring a positive customer experience. The IT Support Specialist handles complex issues, manages customer expectations, and provides personalized guidance across various communication channels.

What you will do:

• Provide customers with technical support via phone, email, chat, and remote tools
• Build and maintain long-lasting customer relationships by understanding their needs and providing exceptional, personalized service
• Address customer concerns in a professional and timely manner
• Investigate customer requests, ensuring all interactions are responded with empathy
• Ensure resolutions are found and customer is satisfied with the outcome
• Be knowledgeable of company’s products, services, policies and industry trends
• Inform customers of product features, to ensure they realize the maximum value of their purchase
• Provide solutions to improve their overall experience
• Work closely with internal departments to provide seamless customer service
• Collect customer feedback on products and services to share with management teams
• Make recommendations for improvements to processes, products, or policies based on customer feedback
• Accurately document customer interactions and outcomes in the CRM system
• Provide updates and reports on case status, customer trends, and their feedback
• Monitor key performance metrics (KPIs) for resolution time, and satisfaction
• Participate in ongoing training and development opportunities, with focus on industry best practices and service improvements

What you will need:

• Proficient using CRM systems, customer service software, ERP software and G-Suite (Google)
• Experience with technical troubleshooting or industry-specific knowledge (e.g., software, IT, Logistics)
• High School diploma or equivalent, and 2 years of customer service experience is preferred
• Excellent written and verbal communication skills, with the ability to adapt tone and approach based on customer needs
• Exceptional listening skills with a customer-first mindset
• Critical-thinking and problem-solving skills to resolve complex issues
• Ability to work under pressure in a fast-paced environment, managing multiple cases simultaneously
• Highly organized with attention to detail

What we provide:

• Insurance: Medical, Dental, Vision, STD, LTD
• Company paid Life insurance $50k
• 401(k), with match
• Paid Time Off
• 11 Paid Holidays
• Hybrid work and flexible schedules
• Great work environment with opportunity for growth

E-Verify:

FreightWise participates in the federal government’s E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For all new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov and click on 'E-Verify' located near the bottom of the page.