TransCore

Customer Support

• Monitoring incoming work orders and customer emails, performing initial triage, and ensuring timely acknowledgement, prioritization, and routing.
• Conducting initial troubleshooting to gather details, assess severity, and determine appropriate next steps.
• Providing clear, timely, and consistent communication to customers and internal teams, ensuring all updates are Clear, Concise, Complete, and Consistent.
• Coordinating with cross‑functional teams (development, database, networking, infrastructure, and lane side technicians) to drive issues toward resolution in alignment with KPI expectations.
• Monitoring mission‑critical production systems to identify performance anomalies or failures and escalating when appropriate.
• Performing daily operational checks, including data validation, lane performance review, video review, and anomaly reporting.
• Maintaining documentation, workflows, and automation tools to support operational efficiency and continuous improvement.

Technical/Product Support Representative