Customer Support Representative (IT)

Customer Support Representative (IT) – Job Description Reports to Operation Manager The Customer Support Representative provides front-line support for customers using a client's transportation management software (TMS). This role focuses on resolving user issues efficiently, documenting outcomes clearly, and maintaining a high standard of professionalism in all interactions. The ideal candidate is detail-oriented, technically capable, and able to work independently with minimal supervision. Job Duties • Respond to customer inquiries via email, ticketing system, and phone in a timely and professional manner • Troubleshoot software issues, identify root causes, and provide clear resolutions or workarounds • Document all customer interactions, issues, and resolutions accurately in the support system • Escalate complex or unresolved issues to development or senior support staff as needed • Maintain a strong understanding of system functionality and common workflows within the TMS platform • Follow established processes for issue tracking, prioritization, and resolution • Communicate clearly and professionally with both customers and internal teams • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. • Contributes to team effort by accomplishing related results as needed. • Adhere to internal Mind Over Data software development methodologies. • Follows Mind Over Data’s best practices and documentation guidelines. • Other duties as required. Basic Requirements • Minimum of two (2) years of coursework in Computer Science or related experience • Strong problem-solving and analytical skills • Ability to work independently and manage tasks with minimal oversight • Clear and professional written and verbal communication skills • Strong attention to detail and organizational skill Preferred Qualifications: • Experience with ColdFusion and/or SQL • Prior customer support experience Work Environment • Primarily desk-based role involving computer and phone work • Interaction with customers and internal teams on a regular basis • Fast-paced environment requiring prioritization and focus Job Type: Full-time Pay: $35,000.00 - $65,000.00 per year Benefits: • Health insurance • Paid time off People with a criminal record are encouraged to apply Education: • Associate (Preferred) Work Location: Remote Apply tot his job Apply To this Job