The Customer Support agent is responsible for receiving cases about onboarding issues. They will receive interactions from brokers or carriers asking for assistance to establish the connection between both parties (onboarding process). Help carriers with system issues and onboarding the platform. Responsiveness within 15 minutes to the carriers who need support, the agents are responsible for communicating efficiently and fast. The interactions can be but are not limited to email cases, phone calls, and video calls.

Functions

• Document retrieval, actively making sure that all documents are properly submitted to the platform, documents can be but are not limited to Certificates of Insurance, list of VINs, NOA, W8, and W9 Forms.
• Follow up on cases until they get a resolution or there is no response from the carrier.
• Escalating situations to the management team when they have limited knowledge or access level.
• Escalate to different teams if the request goes out to their scope of support.
• Other duties as assigned.

Qualifications

• 6+ months of experience in Customer Service or Administrative Career (Industrial Engineering, International Trade, International Relations, International Business, Business Administration, Maritime Port Administration, Logistics Technician, Supply Chain, etc)
• Strong communication skills, both written and verbal, with the ability to engage effectively with brokers, carriers, and internal teams
• Strong organizational skills
• Excellent problem-solving abilities