Customer Support Representative

CargoSprint

Customer Support Representative providing business and systems support for CargoSprint's primary customers. Ensuring customer issues are resolved in accordance with service level targets.

Posted 6/30/2026full-timeGuadalajara • 🇲🇽 MexicoMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Receive, handle and own priority customer calls and support issues
Activate and manage problem escalation and resolution processes
Liaise extensively with engineering support teams for problem resolution
Demonstrate superior written and verbal communication skills
Analyze issue trends and occurrences – recommend permanent solutions both functional and technical
Build long-term relationships of trust with key clients
Develop, record and maintain key performance indicators – use the information to drive positive, meaningful and permanent change to systems and processes
Work directly with clients to understand the individual needs of the business
Provide flexible availability for 24/7 customer emergency hotline
Use a variety of data analysis and organization tools to discover the most impactful insights
Research software systems to understand existing functionalities and the impact of potential changes
Assist with the capture of business requirements and translate these to specific and complete functional requirements to be relied upon by the designated project team.

Requirements

What you’ll need

Minimum BA or BS, preferably in a technical or analytic major
Experience in SaaS product architecture and deployments is a plus
Exposure to transportation industry domain desired, intermodal industry domain preferred
Specialized training or certification such as PMP (Project Management Professional) a plus
Strong tactical planning skills to create actionable and measurable plans
Team building and organizational management
Influential skills for cross-team and intra-team collaboration
Strong customer focus
Excellent communication skills, both written and verbal

Benefits

Comp & perks

Diversity and inclusivity initiatives
Supportive community for employees from all backgrounds
Review of every application by our recruitment team

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisProblem ResolutionPerformance Indicator DevelopmentFunctional Requirements GatheringSaaS Product Deployment

Soft Skills

Communication SkillsTeam BuildingOrganizational ManagementInfluential SkillsCustomer Focus

Certifications

Project Management Professional (PMP)