About BlueRock TMS

BlueRock TMS is committed to driving customer success through innovative technology solutions. As a leader in transportation management systems, we pride ourselves on our ability to deliver value through product-driven strategies and best-in-class customer service.

Role Overview

The Technical Support Specialist will handle more complex technical issues and provide advanced support to our customers. This role requires a deeper understanding of IT infrastructure, strong problem-solving skills, and the ability to collaborate with both the 1st level support and DevOps teams. The Support Specialist 2nd Level will work closely with the Director of Global Support & Customer Success to ensure seamless customer service and efficient resolution of technical issues.

Key Responsibilities

Advanced Customer Support

• Respond to escalated customer inquiries from the 1st level support team.
• Provide advanced troubleshooting and diagnosis of technical issues.
• Guide customers through complex problem-solving processes and ensure satisfactory resolution of their issues.
• Educate customers on advanced product features and functionalities.

Technical Problem Solving and Troubleshooting

• Develop a thorough understanding of BlueRock TMS products, services, and IT infrastructure (AWS and cloud-prem).
• Perform in-depth analysis of technical issues and identify root causes.
• Execute complex adjustments for customers, such as advanced JSON configurations and business rules implementation.
• Collaborate with the DevOps team (3rd level support) for issues that require further technical expertise.

Platform Monitoring and Communication

• Monitor platform performance and proactively identify and resolve potential issues.
• Manage communication during outages, availability issues, and performance drops, coordinating with DevOps and other relevant teams.
• Facilitate communication, testing, and education for new releases and updates.

Continuous Improvement

• Participate in ongoing training and development to maintain and enhance technical and customer service skills.
• Provide feedback to the Director of Global Support & Customer Success on recurring customer issues and potential areas for improvement in support processes.
• Contribute to the development of support documentation, FAQs, and other resources.

Success Metrics

• Customer Satisfaction for ticket resolution
• SLA compliance, including Time to Respond and Time to Resolve
• Autonomous Ticket Resolution Rate

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in a technical support or IT role.
• Strong knowledge of AWS and cloud-prem IT infrastructure.
• Proficiency in JSON configurations and business rules management.
• Excellent written and verbal communication skills in English; Italian language skills highly desirable; additional languages are a plus.
• Ability to handle stressful situations and manage customer expectations effectively.
• Familiarity with the logistics sector is a plus.

Skills and Competencies:

• Strong problem-solving and analytical skills.
• High level of technical expertise and customer-centric mindset.
• Ability to work independently and as part of a team.
• Excellent organizational and time management skills.
• Familiarity with support tools and systems, such as ticketing and monitoring tools.

What We Offer

• A competitive salary and benefits package.
• A dynamic, global work environment in a fast-growing SaaS company.
• Opportunities for professional development and career growth.
• Flexibility in working arrangements.