Product Support Specialist

Kaleris is a global leader in supply chain execution, focused on accelerating the transformation of digital supply chain for industrial and finished goods shippers and carriers by combining best-in-class solutions for industry-specific challenges tied to yard management, shipment visibility, and asset management, across rail, truck, and multi-mode transportation.

Our cloud-based solutions connect shippers, carriers, and drivers to the Kaleris platform where visibility across multiple modes and nodes are connected and deliver powerful analytics and second to none, enterprise-level execution.

Many of the world's largest shippers rely on Kaleris solutions for mission-critical workflows to achieve the confidence and clarity necessary to make moves ahead of the curve. Kaleris is backed by Accel-KKR, a leading technology-focused private equity firm with deep domain expertise in supply chain management software and solutions.

**Job Summary**

**Day-to-day responsibilities**

This is a deeply hands-on role, responsible for ensuring Kaleris customer questions and issues are addressed, managing daily performance service ticket key performance indicators. This role will interact with all levels of Kaleris management: IT, Operations, Engineering and well as customer organizations. We will look to this role to provide daily insights on critical service adjustments to our products and services. Each day will be different, but many will include...

**Qualifications**
- Product Support Specialist will act as a liaison between customers and developers. The role will function as a first customer point of contact for service or product requests involving service requests, product configurations or customizations
- Become highly knowledgeable in the specifications, capabilities and operation of the RailcarRx products and services. Work closely with the software development and maintenance team.
- Answer customer technical inquiries regarding the RailcarRx services and products via telephone, letters, fax and electronic mail
- Take appropriate steps to bring any open support cases to resolution in a timely manner. Establish priority handling for escalated critical issues with Customer Support
- Remain current on changes in policies, procedures, and product offerings. Analyze industry trends to help us stay ahead of the competition
- Report any and all out-of-line conditions affecting customer satisfaction
- Monitor document and report failure trends in RailcarRx product
- Identify and recommend improvements in RailcarRx products and services, documentation and procedures
- Participate in product/service marketing events and product launches
- Some travel to customer sites may be required
- This position will be requested to engage in activities such as training in a classroom environment
- Regular status reports to keep Customers informed and firmly in control of next steps and future actions
- Ensure correct prioritization, visibility and resolution of technical escalations
- Role will require proactive communication with customers.
- A minimum of 3 years of demonstrated experience in a support role is needed
- Must possess proficiency using personal computers relevant to the essential functions of this job description
- Must have functional understanding of cloud-based SaaS systems GPS, telecommunications and/or field service organizations
- Must possess a demonstrated ability to grasp new concepts quickly
- Must possess proficient and effective data entry skills

**Desired Qualities and Experience**
- Any Rail Industry experience is a major plus
- Possess analytical and technical skills to understand customer needs for both hardware and software systems
- Ability to track multiple risk factors in a fast-paced environment, with an ability to manage internal and external stakeholder expectations
- Strong customer service skills including phone etiquette and conflict resolution.
- Excellent verbal and written communication skills and interpersonal skills; ability to convey complex technical details coherently.
- Strong troubleshooting and analytical skills.
- Ability to present technical information to a live or virtual audience.
- Must be decisive, self-motivated and proactive, possessing strong desire to learn.
- Excellent Team player enjoying supporting and interacting with other members.

**Details of the role**
- Type of Work: Full-time
- Location: Veracruz, MX
- **Reports to: MRO Product Support Manager**
- The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned from time to time or the scope of the position may change necessary to business demands._
- We are an equal opportunity employer and value diversity at Kaleris. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status._
- *We do not accept unsolicited external resumes from outside, third-party sources*_